Senior Director Of Retention, Customer Experience

Senior Director Of Retention, Customer Experience

When you’re in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica

About Us

Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states. It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future-proofing for tomorrow. Rallied around its purpose of Building Gigabit America™, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment. Frontier is preparing today for a better tomorrow. Visit www.frontier.com.

About You

Frontier is seeking a Senior Director of Retention for our Customer Operations Division. If you are the ideal candidate, you will have the vision for long-term planning, the ability to set the strategic context, develop strategic options, and create a cross-functional long-term business plan. You are a forward-thinking planner who can convert mid to long-term objectives into tactical, executable initiatives. You lead with the highest level of integrity, show gratitude, and have a path-forward vision for the team. You have a proven ability to build and maintain trust among team members, encourage healthy debate and dialogue, and cultivate an inclusive environment. You know and serve your people; encourage strengths, address weaknesses, and build deep and diverse bench strength. You embrace problem-solving, see beyond today’s activities, and translate broad objectives into specific action plans

About The Role

• Customer Effort Score (CES)
• You will collaborate and connect the Customer Experience (CX) champions across business units and break down silos and barriers to create a seamless Customer Experience
• You will be responsible for auditing and mapping the Customer Journey
• Net Promoter Score (NPS)
• Customer Churn Rate and Retention
• Customer Satisfaction (CSAT)
• You will drive your team to identify gaps in processes, systems, tools, and experiences, and build a plan to address those gaps. All strategic plans and decisions are data-driven based on key performance indicators as measures of success
• You will lead and motivate individuals that own each stage of the Customer Journey and closely collaborate with key business groups (IT, Operations, Marketing, Product, Finance Planning & Analysis)

The Customer Experience Team is a part of bridging the gap between the customer and the brand. They ensure that each touchpoint across the customer journey is engaging, efficient, and effective.

Responsibilities

• Perform research and analysis on Consumer products, services, and overall portfolio, to assist with driving strategic decisions
• Champion opportunities to consistently improve the Frontier experience
• Develop and ensure strategic and annual planning goals properly align with the execution of all retention and sales efforts to maintain and generate revenue
• Mapping the customer journey for new offerings, and existing service flows and identifying opportunities to proactively intervene on the customer's behalf
• Continually review and evolve the processes used to track, oversee and organize every interaction throughout the customer lifecycle
• Lead planning projects from hypothesis and data collection to results, delivering performance updates in front of senior stakeholders. You will develop, drive, and manage the business case and financial assessment of all Customer related projects
• Test new strategies for driving customer value
• Creating and delivering comprehensive and concise executive presentations on the current state, and proposed recommendations for change
• Responsible for supporting the Consumer leadership team in managing strategic initiatives and focusing on a premier Customer Experience
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
• Drive customer retention, reduce churn, and increase customer satisfaction

Required Qualifications

• Experience with Customer Journey Mapping & Design
• 5+ years of experience in Customer Experience
• Project Management Skills and/or Business Administrator skills
• Bachelor’s degree, or equivalent work experience

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.