Lead Customer Experience Strategist

Lead Customer Experience Strategist

Join AT&T and help shape the future of communications and technology that connect the world. We value innovators who seek to explore the unknown and challenge the status quo. Bring your bold ideas and fearless spirit to redefine connectivity and transform how people share stories and experiences. At AT&T, you won't just imagine the futureyou'll build it.

The CX Strategy team identifies and defines the strategic opportunities for the Digital Customer Experience team, resulting in delivering a strategic vision that sets the direction and inspires action. With a thorough understanding of emerging or changing customer behaviors across the marketplace, disruptive technologies, and emerging markets the CX Strategy team helps shape the customer problem and illustrates a better future, allowing for new innovative experiences to take shape.

As a Lead Customer Experience Strategist, you will play a pivotal role in shaping and driving the strategic vision for our customer experience (CX) initiatives, with a strong emphasis on leveraging artificial intelligence (AI) to transform digital customer experiences. You will bring a curious, optimistic, and flexible mindset to the team, leveraging your deep knowledge of customer experience, market trends, enabling technologies, and the evolving role of AI. You thrive in a dynamic environment where change is constant, and you are motivated to learn, adapt, and innovate.

In this role, you will lead cross-functional teams of CX, business, and technical experts to ideate and deliver ideal-state experiences for our customers. You will synthesize customer and market data to understand evolving customer behaviors and expectations, and you will create and document customer journeys to identify opportunities for improvement. Your ability to think broadly and strategically will be crucial in setting the strategic vision and ensuring alignment with organizational goals.

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.

8+ years of proven experience in customer experience (CX) strategy, with a strong understanding of CX principles and methodologies.

Demonstrated ability to lead cross-functional teams and drive collaboration.

Strong analytical skills, with the ability to synthesize data and translate insights into actionable strategies.

Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.

Self-motivated and accountable, with a track record of delivering results independently.

Ability to think strategically and prioritize effectively in a fast-paced, dynamic environment.

Familiarity with enabling technologies and tools that support customer experience initiatives.

A desire and aptitude to learn and adapt to new challenges and opportunities.

Experience in creating and documenting customer journeys.

Knowledge of market trends and emerging technologies in customer experience.

Background in leading ideation and innovation workshops or initiatives.

Advanced degree in business, marketing, or a related field is a plus.

As a Lead Customer Experience 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.

You are self-motivated and do not need a lot of guidance. Holding yourself accountable comes easy to you and you take pride in that.

You have an innate ability to understand the problem at its core. Change in the marketplace is constant and so are you, always evolving to understand market conditions and adjust our course accordingly. And as things change inside the walls, you welcome that as well.

Ever curious, you love digging into things not understood and learning. New technologies and new trends excite you. You're probably an early adopter of technology and enjoy experiencing new things.

Customer experiences are everywhere. You see it, you experience it, and you understand the strategy behind it. It's just how you think.

Ever going with the flow, your flexibility breathes life into your day-to-day work. Each day brings something new. A new way to work, a new trend, a new disruptive technology or a new project doesn't deter you from your goal. If your approach needs to change, no problem. If you need new partnerships or help, no problem there either. Your flexibility allows you to succeed while change is all around you.

The fun never stops with you. You enjoy your life, your work and the people you feel lucky enough to work with. Fun and enjoyment is at the epicenter of it all and is the reason you have a smile on your face at the end of the day.

You have a point of view and are willing to state it. One is not willing to simply provide information but rather provide a strategic point of view that you will stand behind with pride.

Most of all, you know you can't and shouldn't do it alone. An easy collaborator that enjoys hearing different perspectives and opinions you are always looking to bring others into the fold. Whether it be to problem solve alongside you, or to look at opposing views, to play the contrarian.

At the heart of it all, you are a problem solver. You have this innate ability to turn complexity into simplicity, threading the balance between analyzing and acting as you help define our CX Strategies. Through intent listening (to the customer, the market and multitudes of data) you can see the story through the trees. As such, it allows you to craft a narrative that inspires action and change.

You think broadly and strategically, understanding where to put your focus and where not to. Your experience allows you to do that and is crucial for setting the strategic vision.

The key to it all is that you are a problem solver, using your ability to simplify and spot the strategy, you can understand the problem from the right angle and present innovative approaches to solve.

You can spot and understand trends occurring in the marketplace, whether it's a shift towards social values or the fatigue felt by consumers with so many choices and can translate that into a vision for where it's going.

You know how to captivate an audience through storytelling, whether it be in written form or standing in front of executive leadership to inspire action.

There's a lot happening in the marketplace. New technologies and disruptive companies appear at every turn, human behaviors are embedded in our everyday lives and can have subtle shifts and business models can shift seemingly on a dime. This all creates a complex environment in which you are able to simplify. Simplify to allow our stakeholders an easier understanding but also to truly identify where the strategy is within that.

You may or may not have a researcher's background but you have a researcher's mindset and know how to and what to research.

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Our Lead Customer Experience Strategist, earns between $118,800-$178,200.00 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education / training.

Joining our team comes with amazing perks and benefits : Medical / Dental / Vision coverage, 401(k) plan, Tuition reimbursement program, Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays), Paid Parental Leave, Paid Caregiver Leave, Additional sick leave beyond what state and local law require may be available but is unprotected, Adoption Reimbursement, Disability Benefits (short term and long term), Life and Accidental Death Insurance, Supplemental benefit programs : critical illness / accident hospital indemnity / group legal, Employee Assistance Programs (EAP), Extensive employee wellness programs, Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone.

Weekly Hours : 40

Time Type : Regular

Location : USA : TX : Dallas / Two AT&T Plaza (211 S Akard St) - Dat : 211 S Akard St

Salary Range : $118,800.00 - $178,200.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression