PURPOSE OF POSITION: Own and continuously improve assigned stages of the customer journey to ensure a consistent, high-quality experience across all touchpoints. Identify friction points and opportunities for enhancement, translating customer needs into actionable initiatives. Uphold experience standards while leading cross-functional collaboration to execute customer experience (CX) improvements that drive satisfaction, loyalty, and ease of interaction. ESSENTIAL DUTIES AND RESPONSIBILITIES: Cross-Functional Execution + Drive execution of assigned CX improvements in partnership with accountable teams. + Confirm ownership, timelines, and handoffs for journey improvement initiatives. + Track initiative progress and flag risks or delays to CX leadership. + Coordinate with Contact Center, Retail, and Digital teams to embed improvement actions into frontline and digital experiences. + Ensure Voice of Customer (VoC) insights are incorporated into journey improvement discussions and goals. Additional Senior Level Expectations: + Lead cross-functional execution of complex CX initiatives from concept through delivery. + Align leaders and teams on accountability, sequencing, and delivery milestones. + Partner closely with Digital to ensure e-commerce and self-service experiences meet defined CX standards. + Align with CX Operations to embed operational notifications and VoC feedback into experience goals and governance. + Act as a change leader, influencing behaviors, decision-making, and operating models to sustain experience improvements. Performance Measurement, Insights & Prioritization + Monitor journey-level KPIs, including satisfaction, resolution rate, and handoff effectiveness. + Analyze performance trends and identify journey breakdowns and improvement opportunities. + Contribute to root cause analyses in partnership with CX Operations and channel teams. + Support maintenance of a prioritized CX backlog by assessing customer impact and operational feasibility. + Prepare recurring CX performance updates and dashboards identifying trends, issues, and recommended priorities. + Escalate critical experience breakdowns requiring senior intervention. Additional Senior Level Expectations: + Define and maintain experience measurement standards, ensuring consistent metrics, surveys, and data collection across channels. + Lead cross-channel root cause analysis to diagnose systemic experience issues. + Set CX initiative prioritization based on customer impact, business value, and strategic alignment. + Own the CX backlog and roadmap for assigned journeys. + Deliver executive-level CX reporting, highlighting trends, risks, and priority recommendations. Customer Journey Ownership + Own assigned customer journey stages and associated experience standards across channels. + Conduct current-state journey assessments to identify friction points and gaps. + Support definition of target-state journeys aligned to CX principles and business goals. + Maintain journey documentation and updates within the CX roadmap for owned stages. + Partner with Digital, Contact Center, and Retail teams to ensure journey standards are reflected in day-to-day execution. + Escalate changes to owned journeys that degrade experience standards. + Escalate CX initiatives without defined customer impact or business case. Additional Senior Level Expectations: + Lead comprehensive current-state assessments and define future-state journeys that transform customer outcomes. + Set experience standards across channels, ensuring enterprise-wide consistency. + Influence enterprise roadmap decisions by aligning journey strategy with broader business priorities. + Serve as a subject matter expert on assigned journeys, advising leadership on experience design and trade-offs. COMPETENCIES: + ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. + BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles. + COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. + Strong cross functional collaboration skills, with the ability to work effectively at all levels of the organization and build relationships that support key priorities. + COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. + Excellent verbal, written, and digital communication skills. + Ability to prepare accurate and decipherable reports, presentations, training material, and recommendations. + COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics. + CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer sati