Brightspeed
Director, Customer Experience
Brightspeed is reimagining how people live, work, play and connect by delivering fast, reliable internet across twenty states. As Director, Customer Experience, you will lead the organization that maps, measures, and improves the end‑to‑end customer lifecycle—from Join → Get → Enjoy → Manage → Support → Leave—ensuring simplicity, trust, and value in every interaction.
Key Responsibilities
Journey Leadership
– Lead four Journey Managers who design, govern, and improve experiences across each lifecycle stage (Join, Get, Enjoy/Manage, Support/Leave). Define vision, roadmap, metrics, and governance cadence.
Champion voice‑of‑customer and voice‑of‑agent feedback loops to uncover friction and drive design improvements.
Partner with Product, Marketing, IT, Care, and Field Ops to embed CX standards and ensure readiness before launch.
CX Insights & Optimization
– Own the CX Insights Manager to define metrics (NPS, CSAT, CES), govern KPI reporting, run VOC/VOC programs, create strategy and guiding principles, deliver training, and feed product roadmap.
Integrate qualitative insights with quantitative analytics to drive continuous improvement programs that validate CX impact on churn, ARPU, and cost‑to‑serve.
Governance & Operating Rhythm
– Oversee CX governance, facilitate monthly voice‑of‑customer reviews, quarterly CX scorecard updates, and champion CX in executive forums.
Leadership & Collaboration
– Coach a team of five CX managers, foster a collaborative culture, bridge operations and internal teams, and represent CX in strategic planning and investment discussions.
Qualifications
12+ years in Customer Experience, Product Management, or Service Design, with at least 5 years leading multi‑disciplinary CX or operations teams.
Proven experience implementing VOC, NPS, or customer insight programs that inform product and operational decisions.
Strong understanding of journey mapping, analytics, and continuous improvement methodologies (Lean, Design Thinking, Six Sigma).
Demonstrated influence at the executive level and drive measurable outcomes across complex, matrixed organizations.
Excellent communication, storytelling, and change leadership skills.
Inclusion & Belonging Brightspeed is an Equal Opportunity Employer committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application, please contact taaccommodationrequests@brightspeed.com.
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Key Responsibilities
Journey Leadership
– Lead four Journey Managers who design, govern, and improve experiences across each lifecycle stage (Join, Get, Enjoy/Manage, Support/Leave). Define vision, roadmap, metrics, and governance cadence.
Champion voice‑of‑customer and voice‑of‑agent feedback loops to uncover friction and drive design improvements.
Partner with Product, Marketing, IT, Care, and Field Ops to embed CX standards and ensure readiness before launch.
CX Insights & Optimization
– Own the CX Insights Manager to define metrics (NPS, CSAT, CES), govern KPI reporting, run VOC/VOC programs, create strategy and guiding principles, deliver training, and feed product roadmap.
Integrate qualitative insights with quantitative analytics to drive continuous improvement programs that validate CX impact on churn, ARPU, and cost‑to‑serve.
Governance & Operating Rhythm
– Oversee CX governance, facilitate monthly voice‑of‑customer reviews, quarterly CX scorecard updates, and champion CX in executive forums.
Leadership & Collaboration
– Coach a team of five CX managers, foster a collaborative culture, bridge operations and internal teams, and represent CX in strategic planning and investment discussions.
Qualifications
12+ years in Customer Experience, Product Management, or Service Design, with at least 5 years leading multi‑disciplinary CX or operations teams.
Proven experience implementing VOC, NPS, or customer insight programs that inform product and operational decisions.
Strong understanding of journey mapping, analytics, and continuous improvement methodologies (Lean, Design Thinking, Six Sigma).
Demonstrated influence at the executive level and drive measurable outcomes across complex, matrixed organizations.
Excellent communication, storytelling, and change leadership skills.
Inclusion & Belonging Brightspeed is an Equal Opportunity Employer committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application, please contact taaccommodationrequests@brightspeed.com.
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