Sr Customer Experience Consultant

We are seeking an accomplished and visionary Senior Consultant, Customer Experience to redefine our customer engagement strategies and drive impactful changes across the organization. This executive role calls for a dynamic leader with a proven record of designing and leading customer experience transformations, influencing culture, and delivering measurable improvements in satisfaction and loyalty at scale. ***This position can be filled remotely anywhere within the country.***

• Develop and oversee comprehensive customer experience strategies, ensuring seamless alignment with organizational objectives and measurable outcomes.
• Direct the design, implementation, and continuous improvement of customer feedback systems (surveys, focus groups, and various internal and external listening posts) that yield actionable insights and drive organizational change.
• Leverage advanced customer experience technologies, digital platforms, and AI-powered tools to extract deep insights from structured and unstructured data, identify emerging trends, and predict customer needs.
• Champion the use of machine learning and natural language processing tools to continuously monitor customer sentiment, synthesize feedback, and automate workflow for faster, data-driven decision-making.
• Lead cross-functional, matrixed teams to deliver programs and initiatives that tangibly improve customer satisfaction, retention, and advocacy across multiple channels and business units.
• Act as a visionary thought leader by benchmarking, evaluating, and integrating global best practices in customer experience management.
• Establish frameworks and dashboards for tracking and reporting the effectiveness of customer experience initiatives to senior leadership and the board.
• Foster a customer-centric culture by developing organization-wide training, engagement, and advocacy programs that empower all employees to prioritize customer needs.
• Present strategic recommendations and program outcomes to executive leadership, demonstrating clear business impact and ROI.

• Minimum of 8-10 years of progressive experience in customer experience leadership roles
• Significant experience implementing and managing customer engagement and analytics platforms (e.g., Medallia, Qualtrics, Salesforce, Zendesk, Genesys, etc.), as well as AI or automation solutions to enhance and personalize the customer journey
• Track record of architecting and executing customer experience strategies that have resulted in significant improvements to NPS, CSAT, or equivalent metrics across large organizations
• Demonstrated success leading large, matrixed, cross-functional programs from ideation through to execution and impact measurement
• Advanced analytical skills, including expertise in customer insights, data visualization, and business case development for change management
• Exceptional communication and presentation skills, with experience influencing and engaging executive-level stakeholders and driving enterprise-wide initiatives
• Recognized as a thought leader in the field, with involvement in external customer experience (CX) communities, speaking engagements, or published work preferred
• Creative, inspiring leader with demonstrated ability to build high-performing teams and foster a culture of innovation and continuous improvement

Even Better:

• Bachelor's degree in Business, Marketing, Communications, or a related field; Master's degree preferred

The compensation range for this position is from $89,300 - $117,200.

Notice to Non-U.S. Citizens:Uniti, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti's network. If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@uniti.com as soon as possible for information on Uniti's foreign personnel disclosure and approval requirements.

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to criminal background check, drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate's written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. A prior criminal record will NOT automatically disqualify a candidate but will be evaluated on a case-by-case basis considering a number of factors, including but not limited to the nature and specific duties of the position. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.