Vice President, Digital Strategy

Vice President, Digital Strategy

The Vice President of Digital Strategy will own the development of the enterprise-wide digital transformation roadmap and strategy with a path to delivering to digital first. This leader will own, lead, iterate and measure the success of the strategy. Reporting to the SVP of Customer Experience and Digital, the Vice President of Digital Strategy will lead a lean, high-impact and strategic team. This leader will collaborate and partner across Product, Technology, Consumer, and other Customer Experience and Operations teams to influence, shape and deploy digital strategies that will enhance the customer experience while positively impacting key business metrics. This position is open to qualified candidates who are able to travel to or live in the great New York City area, and adhere to the corporate hybrid in-office policy.

Responsibilities

• Acts as the digital thought leader for the enterprise, leading a small, high impact team that drives digital thought-leadership for the organization.
• Responsible for efforts to enhance the digital customer journey and uses data analytics to inform decisions, measure performance, iterate on the overall digital strategy.
• Conducts competitive and market analysis and maintain awareness of how advanced self-service strategies and tactics work in the Cable & Telecommunication marketplace.
• Conducts periodic consumer insights assessments that identify consumer needs and expectations with self-service capabilities.
• Identifies ways to simplify and enhance the self-service customer experience, including usage of automation, AI, and analytics including identification of use cases for automation and application of AI in customer service and support.
• Researches changing technology landscape and applicability to digital first vision.
• Drives digital self-service transformation, adopting a proactive customer focused framework intended to achieve outcomes inclusive of improved customer experience, containment rates and reduction to live-assist volume.
• Develops business cases for self-service roadmap.
• Drives alignment across all business units of digital objectives, roadmaps and initiatives to return the highest ROI.
• Creates, implements, and improves on Omni channel Digital Self Service strategy that aims to deliver seamless service interactions, regardless of engagement channels.
• Consolidates self-service business requirements from all segments, channels, and geographies; provide a single business plan and deliver updates on digital self-service strategy and program updates to senior leaders across the organization.
• Partners closely and collaborate with data management teams, strategy teams, and other analytics resources to build business cases for digital investments across multiple functional groups.
• Develops and maintain a communications plan for stakeholders and process participants.
• Leads a digital council to drive the strategy and culture of digital first.

Qualifications

Key Qualifications

Desired Skills and Attributes