Windstream is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.

Windstream offers bundled services, including broadband, security solutions, voice, and digital TV to consumers. The company also provides data, cloud solutions, unified communications and managed services to business and enterprise clients. The company supplies core transport solutions on a local and long-haul fiber-optic network spanning approximately 150,000 miles.

About the Role:

The focus of this position is to identify the areas that are the most important between Kinetic and the customer and work cross functionally to ensure customer engagement and satisfaction at those critical points during the relationship. The goal will be to create a long-term relationship with Kinetic and high customer satisfaction that creates promoters and reduces churn.

What You'll Do:

• Conduct research to find out more about customer behavior and preferences.
• Identify customer needs and take proactive steps to maintain positive experiences, determining which moments in a customer journey require a specialized focus for a tailored experience.
• Develop and outline journey maps of the customer’s life cycle with Kinetic.
• Provide recommendations based on customer feedback and journey maps for process improvements.
• Work cross-functionally within all Kinetic business units to identify opportunities for a better customer experience and drive those efforts to completion.
• Work cross functionally with teams to prioritize initiatives and ensure alignment for a successful and thoughtful experience for customers.
• Ability to define an initiative and the impact of it and translate that work to IT stories for implementation.
• Partner with operational teams to understand the complexities of a backend process and structure to help guide decisions and recommendations.
• Shape a strategy and story with the big picture in mind while at the same have a healthy understanding for the details.
• Leverage customer insights, behaviors, and experiences to develop programs, processes and communications that create a better experience and add value to the customer’s relationship with Kinetic.
• Use statistical tools as needed by the business unit to perform the following duties: Derive unknown variables from known variables, select correct statistical technique to measure data and interpret results.

Do You Have:

• Confidence articulating and presenting ideas and concepts to peers and leadership.
• Experience with journey mapping.
• Strong analytical skills.
• Experience executing large, best practice - focused digital and/or app engagement strategies.
• Familiarity with A/B and multivariate experiments.
• College degree and 6+ years professional level experience with 3-4 years supervisory experience; or 10+ years professional level related experience.

Our Benefits:

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan
• Identity Theft, Legal, Auto & Home and Pet Insurance
• https://windstreambenefits.com

Windstream DEI&B Statement:
Connecting people in a world of infinite possibilities. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. The diverse voices of our employees fuel our innovation and the inclusive, equitable culture we are building fosters belonging and empowers each one of us to create amazing customer experiences.

• Our Employee Resource Groups :
  WinVets – Veteran Employee Resource Group
  WOW – Women Employee Resource Group
  WINPRIDE – Pride Employee Resource Group
  WBPN – Black Professional Resource Group
  WARG – Ability Resource Group
  LaFamilia – Hispanic Resource Group

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

Job Requirements

Qualifications

Minimum Requirements: College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9 years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.