Senior Director Digital Self Care

Job Summary

CUSTOMER EXPERIENCE is our Best Product:
Innovation and the customer experience are paramount to our company. We are redefining the customer journey, sharpening our focus, improving tools, and amplifying our proactive outreach efforts to make the experience exceed expectations. We are investing in expanding our dynamic team to measure differently, simplify our interactions, proactively engage in innovation outreach, and equip our employees with tools to successfully implement processes, procedures and activities that will elevate the end-to-end customer experience. 
OPPORTUNITY:
As part of a company-wide effort to continually improve the customer experience, a National Customer Experience Team is being created to dedicate our focus on all aspects of the customer journey. Altice USA is on the lookout for a dynamic Senior Director of Digital Self-Care to help make Customer Experience our best product by innovating and improving our self-help tools, including Chat, IVR, App, and Web. This leader understands our customers, anticipates their needs, and develops thoughtful approaches to getting their issues resolved and improving customer satisfaction.
Digital Self-Care is a core discipline within National Customer Experience team. The Senior Director, Customer Self-Help, will report into the VP, Digital Self-Care and oversee the gap analysis, opportunity assessment, and overall strategy roadmap for self-help tools that will lead to customer experience improvements. This position will also take lead in developing cross-functional relationships, build influence, and provide recommendations across areas outside of CX ownership where self-help capabilities may exist.
This role is an exciting opportunity to build and transform world class customer experiences across Altice and drive measurable results. In partnering with the Customer Experience Strategy, Frontline operations, Customer Communications, Web, Product and Finance teams, the role will be responsible to lead the self-serve strategy. 

Responsibilities

•    Lead the overall assessment of customer pain points and develop a strategic vision for addressing them through Digital self-serve tools.
•    Responsible for developing the Digital self-serve roadmap for in-year improvements and 3-year outlook.
•    Provide self-serve subject matter experience, best practices, with cross-functional partners, to provide Customer Experience (CX) input as part of broader company-wide initiatives.
•    Work closely with In-Market Product CX, Proactive Comms, Care, and CX & VoC Analytics teams to ensure a E2E self-serve plan.
•    Work with VoC & CX Analytics and reporting teams to analyze customer experience data (NPS, customer behavior etc.) related to journeys to identify focus areas and new opportunities for addressing consumer pain points. 
•    Present analyses in a clear manner for consumption by senior leadership to inform action and generate business results aligned to strategy.
•    Develop business cases with operational, financial, and CX benefits.
•    Work cross-functionally with other teams to co-create high level business requirements across self-serve programs, capability enhancements, reporting, and VoC analysis needs.
•    Define success scorecard across each Digital self-serve channel, omni-channel digital interactions, and programs; track and communicate results on an on-going basis with the CX & Care teams.
•    Review post-launch results, scorecards, and assess any opportunities for self-serve improvements. 
•    Develops continuous learning with self-serve innovations and technologies; remain up to date on new solutions and capabilities to be considered for enhancing the customer experience through self-serve tools.
•    Conduct competitive benchmark assessments across self-serve (NPS, CX metrics) to align on long-term self-serve goals.

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Qualifications

•    Bachelor's degree required
•    Minimum twelve years of related work experience in telecommunications or digital, or eight years and a Master’s degree
•    Strong communication, interpersonal skills with an ability to communicate complex information to non-technical audiences
•    Experience in managing cross-functional relationships, influencing, and negotiating partnerships while maintaining the ability to achieve great results; diplomatically handles conflicts and facilitates cooperative team resolutions to CX improvements
•    Proven success in working on digital self-serve strategy across IVR, Chat, App; strong skills in strategic planning
•    Proven experience in developing business cases with operational, financial, and CX benefits
•    Demonstrated passion for Customer Experience and acts as an advocate for customers
•    Superb follow-through, problem-solving and communications skills
•    Professional with mature business judgment and strong collaborative style
•    Self-starter with an entrepreneurial attitude and approach. Intellectually curious with a demonstrated ability to creatively tackle CX challenges and extract value and meaning
•    Strong experience in developing and leading presentations for executives that inform action and deliver impactful business results
•    Proven ability and aptitude to work within a global, cross-functional team environment and at all levels within the organization to lead, influence and continuously improve people and processes
•    Innovation mindset coupled with a proven track record for ability to execution and a results-focused orientation - consistent focus on getting things done and showing interim progress along the way