Director, Customer Experience

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed byApollo Global Management,our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality....designing and building a world class fiber network and creating a customer experience second to none.

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Job Description

We are currently looking for a Director, Customer Experience to join our growing team! In this role, you will lead the organization responsible for mapping, measuring, and improving the end-to-end customer lifecycle - from Join Get Enjoy Manage Support Leave - ensuring every interaction delivers simplicity, trust, and value.

You will unite Journey Management and CX Insights & Optimization into one integrated function that connects customer insight to tangible action. You will drive the company's "ridiculously easy" experience vision, working cross-functionally to identify friction points, prioritize improvements, and translate customer feedback into measurable business outcomes.

As a Director, Customer Experience, your duties and responsibilities will include :

CX Journey Leadership (Join, Get, Enjoy, Support)

• Lead four Journey Managers responsible for designing, governing, and improving customer experiences across each lifecycle stage :

Join : Simplify awareness, shopping, and order experiences to increase conversion and reduce pre-install cancels

CX Insights, Strategy, Performance & Optimization

Define CX metrics : Establish NPS, CSAT, CES, and effort frameworks that quantify experience quality and link to business performance

CX Governance & Operating Rhythm

Leadership & Collaboration

Qualifications

WHAT IT TAKES TO CATCH OUR EYE :

Key Competencies

Key Deliverables

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Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC.We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness throughphysical, emotional and financial health.Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging are at the center of our grounding belief inBeing Real .

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability / veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices :

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