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AT&T Lead Customer Experience Strategist in Bothell, Washington

At AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, you’ll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.

About the Team

The Digital CX team develops concepts and strategies to influence and affirm Digital priorities for advancing the relationship with our customers and strengthening our market position.

About the Job

As an Experience Innovation Strategist you’ll bring a curious, optimistic and flexible mindset to the team, leveraging your deep knowledge of customer experience and the trends in the marketplace and enabling technologies. And what you don’t know, you have a desire and aptitude to learn and adapt. Like the market we serve, change is inevitable and constant and you thrive in that environment.

Responsibilities and Day-to-Day View

The CX Lead Experience Strategist is responsible for defining the strategy of the broader CX organization. They are the experts in their field and have a broad understanding of customer behavior, enabling technologies and market trends. Through this understanding and analysis, the Strategist will define the XI Strategy and drive the team to identify the top opportunities for our customers and our Digital Organization.

They are also subject matter experts in Design Thinking methodologies that facilitate Design Thinking workshops to innovate against the Sprint challenge.

Qualifications

• Synthesizing customer and market data to understand impacts to evolving customer behavior and expectations.

• Creating and documenting the existing CX customer journey

• Identifying the top friction points within the customer journey that require innovation

• Leading a team of CX, business and technical experts through ideation and innovation resulting in ideal-state experiences for our customers

• Being a thought leader for the CX organization

AT&T is leading the way to the future – for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we’ve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Apply now!

We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.

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