Digital Customer Experience Manager

Brightspeed

. Support execution of the strategy and roadmap for authenticated and unauthenticated digital customer experiences across web and mobile applications .

Posted 10/2/2026full-timeRemote • North Carolina • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in optimizing digital customer experiences across web and mobile platforms, leveraging analytics tools to drive engagement and conversion. Proficient in developing actionable strategies and requirements that enhance customer satisfaction and retention through data-driven insights.

Highest-signal resume keywords

Digital Customer Experience OptimizationGoogle AnalyticsA/B TestingAgile DevelopmentKPI Monitoring and Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ECommerceDigital Product ManagementWebsite/App OptimizationCustomer Lifecycle ManagementBehavioral Insights AnalysisPersonalization StrategiesSegmentationPerformance Data AnalysisDashboard DevelopmentUX/UI Principles

Soft Skills

Strategic ThinkingProblem-SolvingPrioritizationDecision-MakingCross-Functional Collaboration

Tools & Technologies

LookerPower BIFullStoryCRM PlatformsMarketing Technology Platforms

Industry Keywords

Customer EngagementSelf-Service StrategiesDigital RevenueChurn ReductionCustomer Satisfaction

About the role

Key responsibilities & impact

Support execution of the strategy and roadmap for authenticated and unauthenticated digital customer experiences across web and mobile applications
Optimize account management, billing and payments, speed upgrades, value-added services, Wi-Fi management, digital support, and online self-service experiences
Identify customer friction, performance gaps, conversion opportunities, and ways to improve customer effort and engagement
Develop actionable digital experience requirements for go-to-market initiatives, business requests, enhancements, and optimization opportunities
Translate customer needs, behavioral insights, and journey friction points into experience problems, requirements, and recommendations
Partner with UX/UI teams to design intuitive, engaging, and accessible customer experiences
Use Google Analytics, FullStory, and similar platforms to analyze customer behavior, journey friction, trends, and conversion opportunities
Lead A/B and multivariate testing, personalization, segmentation, and offer optimization
Develop hypotheses, establish success metrics, measure results, and scale improvements
Monitor and improve KPIs including digital revenue, upgrade conversion, digital attach rate, ARPU growth, self-service utilization, task completion rate, customer effort, NPS, churn reduction, and digital support deflection
Support KPI dashboards and data stories using Looker, Power BI, and similar tools
Work in Agile development environments to translate business requirements into executable digital initiatives
Partner with Product, Engineering, Analytics, IT, CRM, Marketing, and Customer Care teams
Report to the Digital Base Management Lead
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree in Business, Marketing, Digital Commerce, Information Systems, or a related field
Minimum of 5 years of experience in eCommerce, digital product management, website/app optimization, customer experience, or customer lifecycle/base management
Minimum of 3 years of experience driving customer-facing digital experiences tied to revenue, retention, conversion, or customer satisfaction outcomes
Experience managing or optimizing authenticated digital, eCommerce, or customer self-service experiences
Experience working in Agile development environments and partnering with technical and product teams
Strong understanding of digital customer experience, eCommerce, customer lifecycle management, and self-service strategies
Ability to translate customer needs, behavioral insights, and business objectives into digital strategies, roadmaps, and actionable requirements
Knowledge of upsell, cross-sell, retention, personalization, and customer engagement strategies
Experience using Google Analytics, FullStory, or similar digital analytics and behavioral tools
Experience with A/B testing, multivariate testing, segmentation, and personalization
Working knowledge of CRM, personalization, and marketing technology platforms
Ability to analyze complex performance data and translate insights into actionable strategies and measurable improvements
Experience developing and monitoring digital KPIs, dashboards, and performance reporting using Looker, Power BI, or similar business intelligence platforms
Understanding of UX/UI principles and customer journey optimization
Cross-functional collaboration and stakeholder management skills
Strategic thinking, problem-solving, prioritization, and decision-making capabilities
Excellent written and verbal communication skills in English

Benefits

Comp & perks

Competitive compensation
Comprehensive medical, dental, vision, and life insurance
Employee assistance program
401K plan with company match
Voluntary benefits
Paid time off programs
Wellness support promoting physical, emotional, and financial health
Remote, hybrid, office, or field-based work arrangements depending on the position, business needs, and individual circumstances
Technology enabling team connectivity
Occasional travel based on business needs