Director, Customer Experience

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 by Apollo 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.

Check us out on the web!  

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
  • Get: Streamline scheduling, installation, and onboarding to ensure reliable, right-first-time activation and early tenure satisfaction
  • Enjoy/Manage: Optimize in-life experiences (usage, billing, plan management) to increase trust, self-service, and retention
  • Support/Leave: Deliver fast, empathetic, and low-effort resolution experiences, minimizing repeat contacts and churn
• Ensure each journey has a defined vision, roadmap, north-star metrics, and governance cadence
• Champion “voice of the customer” and “voice of the agent” feedback loops to uncover systemic friction and drive design improvements
• Partner with Product, Marketing, IT, Care, and Field Ops to embed CX standards and ensure readiness before launch

CX Insights, Strategy, Performance & Optimization

• Lead the CX Insights Manager who owns:
  • Define CX metrics: Establish NPS, CSAT, CES, and effort frameworks that quantify experience quality and link to business performance
  • Govern KPI reporting: Oversee governance for experience dashboards and quarterly scorecards; maintain consistent measurement standards
  • Quant/Qual research & VOC: Run Voice of Customer and Voice of Agent programs, social listening, complaint analysis, and segmentation
  • CX Strategy & Guiding Principles: Define CX operating model, design principles, and alignment frameworks that guide decision-making across teams
  • Employee CX Training: Develop and deliver training on CX principles, empathy, and experience design for customer-facing and internal teams
  • Feedback to Product & Roadmap: Partner with Product to integrate CX findings into roadmap prioritization and feature design
• Integrate qualitative insights (VOC, advisory councils) with quantitative analytics (NPS trends, root-cause diagnostics, operational KPIs)
• Drive continuous improvement programs using data and experimentation to validate CX impact on key outcomes (churn, ARPU, cost-to-serve)

CX Governance & Operating Rhythm

• Oversee the CX governance model and ensure all journey teams follow standard frameworks for discovery, prioritization, and measurement
• Facilitate monthly “Voice of Customer” reviews, quarterly CX scorecard updates, and cross-functional readouts
• Partner with Analytics, Product, and Marketing Operations to link CX KPIs to business performance indicators (revenue, retention, service cost)
• Champion CX within executive forums and influence enterprise planning and resource decisions

Leadership & Collaboration

• Lead, coach, and develop a team of five CX managers spanning journey ownership and insights disciplines
• Foster a collaborative, outcome-driven culture that values transparency, accountability, and measurable impact
• Act as a bridge between customer-facing operations and internal development teams to ensure experience fixes are prioritized and executed effectively
• Represent the CX organization in strategic planning, governance, and investment discussions

WHAT IT TAKES TO CATCH OUR EYE:

• 12+ years in Customer Experience, Product Management, or Service Design roles, with at least 5 years leading multi-disciplinary CX or operations teams
• Proven experience implementing VOC, NPS, or customer insight programs that inform product and operational decisions
• Strong understanding of journey mapping, analytics, and continuous improvement methodologies (Lean, Design Thinking, Six Sigma)
• Demonstrated ability to influence at the executive level and drive measurable outcomes across complex, matrixed organizations
• Excellent communication, storytelling, and change leadership skills

Key Competencies

• Customer-Obsessed: Anchors decisions in customer insight and empathy
• Data-Driven: Balances qualitative and quantitative data to guide priorities
• Systems Thinker: Connects journeys, processes, and metrics to enterprise outcomes
• Collaborative Leader: Builds trust and alignment across Product, Marketing, Sales, and Operations
• Strategic & Operational: Moves seamlessly from vision to execution
• Change Champion: Inspires action and accountability through clarity and purpose

Key Deliverables

• CX Scorecard and performance governance model
• End-to-end journey maps and prioritized improvement roadmaps
• Quarterly VOC and “Voice of the Agent” insights reports
• CX Design Principles and training program
• Executive CX dashboards linking experience to business results

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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 through physical, 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 in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in 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 [email protected] to initiate the accommodations process. 

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

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice