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Senior Director, Customer Digital Experience - Cox Business

Company: Cox Communications Inc
Location: Richmond
Posted on: November 22, 2021

Job Description:

Primary Location: 6205 Peachtree Dunwoody Rd, Richmond, VA, USDivision: Cox CommunicationsJob Level: Director/Senior DirectorTravel: NoSchedule: Full-timeShift: Day JobRequisition Number: 202104860_91114050Cox Business is the growth engine of Cox Communications and has leveraged business acquisitions, expanded the product portfolio, and developed segmentation strategy in a very short timeline to enhance the overall customer offering. With the fast-past approach to expansion, there is an opportunity to integrate over 20 different portal experiences owned by various teams to provide a more intuitive, integrated and seamless customer experience. The Senior Director, CB Customer Digital Experience will lead the overall customer digital experience strategy across the entire portal ecosystem inclusive of portal consolidation, reducing friction in customer journeys, and third-party portal experience oversight and governance. The role will be responsible for Cox owned portal development roadmaps and execution as well as driving the customer experience across third-party portals.Join the ground floor of a dynamic, fast paced environment where you can make your mark in building our customer digital experience and see it come to fruition. Working with key business leaders, you will be asked to develop, own and drive a best-in-class customer digital experience. The ideal candidate is a proven disruptor and visionary in digital with a goal to leap Cox Business forward. The Senior Director will know how to collaborate and influence boundary partners to get alignment on strategy and roadmaps, as well as prioritize spend, projects, resources and efforts for self-serve impact with a goal of improving customer experience, driving self-serve and lowering call volume.Primary Responsibilities and Essential Functions

  • Defines the overall digital customer experience strategy and journeys by segment.
  • Oversees MyAccount releases and feature build out (60+ per year); creates and manages roadmap and prioritizes releases based on impact.
  • Partners with appropriate internal and external parties to plan, execute and optimize key features, new product launches and third-party portal experiences.
  • Partners with technology leads to review data integrity, data integration roadmap and repeatable integration approach to absorb new businesses. Drive funding requests to secure data roadmap is being fed for the optimal customer experience. Collaborates with technology on the Salesforce Communities platform roadmap and the role it plays with future portal ecosystem.
  • Collaborates with Care on priorities to drive self-serve and call reduction by segment. Spearheads funding requests and business cases to feed MyAccount feature buildouts.
  • Leads customer experience strategy and funding requests across Bot/Chat, App, and Web.
  • Evolves agile technology workflow product development management. Partners with Product to evolve and elevate agile process.
  • Builds out UAT and U/X approach, processes and resources to support wider scope of the portal ecosystem.
  • Partners with technology team to prioritize and help drive 6-8 agile technology teams.
  • Improves customer NPS scores and satisfaction associated with digital self-serve engagement.
  • Partners with the Residential MyAccount team on enterprise solutions across multiple experiences.
  • Develops dashboards, usability/feedback process, and analytical approach to reduce friction in the self-serve journeys.
  • Direct report organization will include 3 senior managers, 1 product manager and 1 associate product manager. Dotted line resources include 2-3 U/X resources and 1 analyst.
  • Manages $8-15m CapEx budget and exceeds growing self-serve targets.Qualifications:Minimum
    • Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.)
    • At least ten years of an impressive track record in related digital, customer experience, U/X, digital impact, disruption/start-ups/technology
    • Experience managing $5m+ in CapEx budget
    • Strategic thinking, courageous innovation and a creative approach to customer experience
    • Strong communication/presentation skills (speaking, presenting, promoting, selling)
    • Leads an existing team with an eye towards building the organization of tomorrow.
    • Passion for maximizing the customer and digital experience.
    • Established leadership presence skilled at guiding and developing a successful team within a matrix organizationPreferred
      • BA/BS degree
      • Cable/telecommunications experience
      • Entrepreneurial spirit and curiosity to explore new digital frontiers
      • Awareness and understanding of Salesforce Communities
      • A forward-looking, disruptive leaderWho We AreAbout Cox CommunicationsCox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.About CoxWe are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

Keywords: Cox Communications Inc, Richmond , Senior Director, Customer Digital Experience - Cox Business, Executive , Richmond, Virginia

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