Vice President Customer Experience

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Vice President of Experience is a key leader who will transform our Experience Department and organization. The VP leads a team to build a deep understanding of our customers and their needs. This critical role leads Experience while working closely with Sales, Operations, Product Management, Engineering, Finance, Marketing, and Technical Support to deliver a complete Experience solution.

The Main Responsibilities

Communicate and present a clear and focused overview of customer insights to motivate, consider, shop, purchase, and renew Lumen products and servicesInspire and enable game-changing ideas for our customers and the companyDevelop experience strategy, and partner with Cross-Functional teams to crystallize desired business outcomes and return on investment; interrogate solutions to generate hypotheses, and uncover insights that will increase the effectiveness of each new iteration of the workEnsure a great experience that reaches full utilization and value of the Company’s products and servicesDevelop KPIs and metrics (NPS, etc.) that track Experience performance to provide visibility to the executive teamEnsure Experience programs and engagements both maintain and grow existing accountsPartner cross-functionally to optimize customer communication, content and trainingsAct as the "voice of the customer" and bring customer insights (direct and from other teams) into product, product marketing/messaging and customer service decisionsParticipate in the launch of Global Partner Solutions and contribute to the development of strategies, tools, and measurements that impact the partner experience. Expand the Customer Advisory Board to include dedicated partner tracks and build out a Partner Advisory BoardCoach and enable Lumen and partners on best CX practices to improve NPS for PX and CXEducate company on competition and market/industry trends

What We Look For In a Candidate

What We Look For in a Candidate

Bachelor’s degree with 10+ years of Experience TransformationStrong executive leadership experience with demonstrable results and successesProven success developing strategy, creating a program, building project teams, implementing large-scale customer experience programs, and managing/improving customer experience programs across a large Enterprise organizationExperience and comfortability working with all levels of leadership, decision makers, stakeholders, and external entities, to include public speaking, presentations, and selling strategic direction of an Experience organizationAbility to influence an organization toward a unified goal and objective and being a change agent

Preferred Qualifications

Master’s Degree with 8+ years’ experience

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$167580 - $223440 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$176400 - $235200 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$185220 - $246960 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$194040 - $258720 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

Requisition #: 333375

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Salary Range

Salary Min

167580

Salary Max

258720

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.