Director of Customer Experience Strategy

Classification: Exempt / Non-Bargaining Fidium is where next-generation fiber meets incredible opportunities. We envision being America's favorite fiber internet and network services provider, delivering lightning-fast and reliable connections to families, businesses, and communities. With a dedicated team of 2,500 employees, backed by one of the top 10 fiber networks in the nation, we advocate for innovation, integrity, and continuous improvement, empowering our team members to make a meaningful impact. We are in search of a visionary Director of Customer Experience Strategy to spearhead our enterprise-wide Customer First transformation. This vital role oversees the entire customer journey, ensuring every interaction embodies our dedication to excellence, empathy, and innovative solutions. As a foundational leader, you will shape our customer experience initiatives strategically and operationally, using data, insights, and collaboration to redefine how we delight our customers. Through the integration of feedback from our Voice of the Customer (VoC) program, you'll significantly influence how we listen, respond, and adapt. The right candidate will be both a strategist and a hands-on leader, thriving in a dynamic space where vision meets execution while bringing passion, precision, and purpose to every project. Responsibilities Strategic Leadership: Develop and implement a comprehensive Customer First roadmap aligned with our business strategy and customer insights. Promote a culture of customer obsession, ensuring every department incorporates customer-centric thinking into decision-making. Customer Journey Management: Design, document, and continually enhance the holistic Customer Journey, pinpointing key touchpoints, communication flows, and improvement opportunities. Collaborate with Product, Marketing, and Technology teams to ensure all experiences are seamless, consistent, and data-informed. Voice of the Customer (VoC) Program Management: Oversee the development and evolution of the Customer Voice program, optimizing technical feedback systems for accuracy and actionability. Transform customer sentiment, NPS, and journey analytics into actionable insights that drive product innovation and process enhancements. Continuous Improvement & KPI Ownership: Establish and monitor key performance indicators (KPIs) that measure customer satisfaction, loyalty, and lifetime value. Lead cross-functional workshops and sprints to address customer pain points and drive measurable improvements. Change Leadership & Advocacy: Represent the voice of the customer at the executive level, advocating for their needs and expectations in strategic decisions. Inspire and empower teams to prioritize customer excellence through education and collaborative efforts focused on results. Qualifications Core Competencies: Analytical Expertise: Experience in translating both qualitative and quantitative customer insights into strategic actions. Leadership: Demonstrated ability to lead cross-functional teams towards transformative goals. Process & Program Management: Significant experience managing enterprise-level VoC programs (Medallia experience preferred). Communication & Influence: Exceptional storyteller capable of translating data into persuasive insights and gaining buy-in. Customer-Centric Mindset: Strong passion for understanding customer needs and translating them into scalable experiences. Innovation & Problem Solving: Ability to balance immediate impact with long-term strategic vision. Minimum Requirements: Bachelor's degree in Business, Marketing, Communications, or a related field (Master's degree preferred). 10+ years of progressive experience in customer experience, journey management, or customer strategy leadership positions. At least 5 years in the internet service provider industry. 8-10 years of experience leading customer feedback or VoC programs. Minimum of 5 years in people management with a successful track record in developing high-performing teams. Proven success in building and executing customer journey frameworks that create measurable impact. Proficiency in customer analytics and feedback tools (Medallia preferred). Benefits Offered 401(k) matching Medical, Rx, Dental and Vision insurance Disability insurance Flexible spending account Health savings account Life insurance Tuition reimbursement Paid vacation and personal days Paid holidays Employee Assistance Program Annual bonus program based on organizational performance Salary: Pay range (commensurate with skills and experience): $110,000-$160,000 Annual Salary Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.

Created: 2026-03-04