Customer Experience Designer Job at Breezeline
Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.
Time Type:
Regular
Job Description :
Job Description
About Our Company
Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are ‘Above And Beyonders’, who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers’ lives through connected and memorable experiences.
As the 8th largest Internet provider in the United States, Breezeline provides Internet, TV, Voice, and enterprise business services to more than 1.3 million business and residential customers across thirteen states. Headquartered in Quincy, MA, Breezeline is a wholly-owned subsidiary of Cogeco Communications Inc. (TSX: CCA).
Why Work At Breezeline?
As one of the country’s fast-growing Internet service providers, Breezeline offers our colleagues a vibrant workplace culture and excellent career opportunities. As a proudly diverse and inclusive organization, we believe that every person’s unique individuality should be welcomed and celebrated, and their abilities and potential should be honored and recognized. It is a key part of our culture to actively promote opportunities internally to ensure that you are never static in your career with us.
Internal Values – How we act
We’re proud that Breezeline is unlike any other employer in the industry. We work hard, but we never lose sight of the big picture. We understand that our colleagues are looking for more than just a great job – they want an extraordinary life – and at Breezeline, we want to make that a reality.
And here is how we do it.
Fun: We laugh a lot. It makes every day brighter, and if you don’t love what you do, you’re not doing it right.
Job flexibility: We think everything you do matters – at work and home.
Discounted services: We offer our customers some fantastic services, and we think you deserve to enjoy them in your home, too.
Total Rewards: Let’s be honest, everyone wants to make a good salary. We offer attractive total rewards and a great culture to go along with it. We’ve got you and your family covered with one of the best packages in the business.
Career evolution: At Breezeline, you get more than just a job. You get all the tools you need to learn, grow, and achieve your career goals!
Cutting-edge technology: Do you have a passion for technology? Great, we do, too. At Breezeline, you will get the opportunity to manage, influence, play, create, fix, and re-shape the industry.
About The Job
Position Summary:
As the Customer Experience Designer at Breezeline, you will play a critical role in defining various customer journeys and creating roadmaps that will ultimately improve the experiences that our customers have with us at key moments. Reporting to the Director of Customer Experience, and working closely with our business partners and the rest of the CX team, your role will be to help drive a deep understanding of what customers are trying to accomplish and how our current experience delivers against these needs. You will leverage your strong facilitation skills and knowledge of service design to re-imagine the experiences our customers have, including the “backstage” components that enable those experiences. From a cultural perspective, you will lead the charge in helping to move the company from a point-in-time, transactional focus to a more holistic approach where each interaction is crafted based on a well-informed understanding of the ideal customer journey.
Responsibilities:
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Develop a deep understanding of customers’ needs and goals in order to facilitate seamless and successful end-to-end journeys.
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Define current and future state experiences through the lens of the customer, including the steps they take towards accomplishing their goals, the friction points (and their causes) along the way, and the moments of truth.
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Identify gaps between current state and future state experiences and leverage service blueprinting methodologies to bridge people, process, policy and technology to prioritize improvement initiatives based on customer and/or business impact.
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Utilize facilitation skills and Design Thinking methodologies to drive customer needs-based ideation and inspire cross-functional creation, alignment, and support of optimal customer journeys.
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Partner with Data Analysts to create data-backed and insights-driven customer segments and personas to be used throughout the design process and to target our CX improvements.
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Work closely with all segments of the business and support functions to re-orient thinking around customer problems to be solved and to connect the dots and tell the story of the customer’s experience with us and the most critical improvement opportunities.
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Establish and own a periodic “State of the Customer” review that provides a holistic view of the customer, including their health to the business, what we’ve learned from them, and how this should impact our strategy moving forward.
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Establish him/herself as a customer advocate and trusted advisor across all departments and levels of seniority. In doing so, elevate the influence and impact of the Customer Experience team.
Qualifications:
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Bachelor’s degree
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5+ years’ experience in customer experience, user experience, design engineering, or service design
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Ability to decipher customer needs, both by reviewing and interpreting data and insights and by connecting with customers directly
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Ability to leverage data and research to create customer journey maps or service design blueprints that engage stakeholders and help them appreciate the gaps and opportunities
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Ability to use stories to present customer journeys and data in a compelling and inspiring way
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Experience facilitating cross-functional team workshops, including ability to negotiate mutually beneficial outcomes and influence without authority
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Empathetic design thinker who can create visual models to help bring the idea from concept to reality in a way that engages and drives thorough understanding of the end state
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Relationship builder with strong ability to partner and collaborate across the organization
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Executive presence with strong communication and presentation skills
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Self-starter with high degree of initiative and capacity to lead multiple priorities of significant scope
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Strategic thinker who can see the bigger picture as well as the details and problem solver who can overcome obstacles to create a path forward
Locations: Quincy, MA
Company: Breezeline
Available Benefits:
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Competitive salary
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Medical coverage (including prescription and vision plans)
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Dental coverage
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Life Insurance (1x salary at no cost to employee)
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Long and short-term disability insurance (no cost to employee)
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Voluntary employee, spousal, and child life insurance
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Company recognized Holidays with additional Floating Holidays
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Paid Time Off (PTO) programs
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Comprehensive Flex Work Policy
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401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
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Participation in the Employee Bonus Plan
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Participation in the Cogeco Stock Purchase Plan
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Complimentary and discounted broadband services (for those in our service area)
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Tuition Reimbursement
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Headspace Membership
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Opportunities for LinkedIn Learning subscriptions for select colleagues
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Location :
Quincy, MA
Company :
Breezeline
At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.
By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.
If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at
inclusiondiversite@cogeco.com
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