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Sr Lead Employee Experience Manager

Company: CenturyLink
Location: Broomfield
Posted on: May 17, 2019

Job Description:

About CenturyLink

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world's best networking company by solving customers' increased demand for reliable and secure connections. The company also serves as its customers' trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

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Job Summary

In this role as the leader of Employee Experience Communications and Advocacy you will enable the successful transformation of the CenturyLink employee journey by developing and executing an enterprise-wide Employee Experience strategy that improves the day-to day work lives of our greatest assets, our people.

A fully enabled Employee is the key to improving our Customer Experience. You will play a pivotal role in creating alignment across the business to promote employee experience philosophies and champion the behaviors required for cultural change.

Job Description

This position partners closely with Human Resources, the Voice of the Customer program and other internal business unit stakeholders to understand, prioritize, and help resolve employee issues and pain points impacting the customer journey. In concert with these partners, you will implement a data driven approach to identify and drive high impact initiatives to improve the employee and, ultimately, the customer experience.

In this role you must have a strong understanding of the employee journey, with the ability to identify and articulate how your sponsored initiatives support the achievement of the company's customer and employee experience vision.

You will partner closely with the CX Communications team to amplify our employee experience successes, promoting employee engagement and driving customer belief.

Qualifications & Skills:
To be successful, you must have a player-coach mind-set; an in the trenches style and a fearless willingness to roll up your sleeves, diving into details when necessary, and bringing contemporary ideas to the business.


  • Responsible for building and evangelizing a clearly differentiated Employee Experience program. Partners with all functional areas to incorporate the program in their domains in a consistent manner.
  • Recommends product, process, policy and procedural changes based on employee feedback analysis with focus on improving customer experience and streamlining processes.
  • Works as EX liaison to the internal Culture team, providing employee experience positioning that seamlessly integrates with Culture initiatives.
  • Partners with Corporate Social responsibility team to find authentic opportunities to drive Employee/ Customer Experience brand awareness and equity.
  • Works as the Employee Experience liaison to the Human Resources team in support of Employee Engagement, EX for CX Recognition and Incentive programs.


    Qualifications


    • BS/BS degree in Business, Marketing, Human Resources
    • 8+ years of experience in employee facing roles or 6+ years with a master's degree
    • Previous EX experience
    • Previous supervisory/leadership experience desired, but not required
    • MBA is desired, but not required
    • Ability to communicate well within and outside the organization and interact with key stakeholders.
    • Demonstrated problem solving abilities. Strong negotiation skills to work through complex issues that lead to a win/win result.
    • Highly organized and efficient, with a proven ability to think both strategically and tactically.
    • Exceptional interpersonal skills, and a good listener for internal and external relationship building at all levels of the organization including cross-departmental colleagues, C-suite, employees and customers.
    • Solid team player with a positive attitude and a record of consistently meeting commitments and assigned tasks.
    • Influencing skills and ability to build and sustain good working relationships.
    • Demonstrated communication and presentation skills and comfortable when interacting in both one-on-one and group settings


      Education

      Bachelors or Equivalent

      Alternate Location: US-Colorado-Broomfield; US-Colorado-Denver; US-Colorado-Littleton

      Requisition #: 212561

      This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

      EEO--Statement

      We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

      Disclaimer

      The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Keywords: CenturyLink, Broomfield , Sr Lead Employee Experience Manager, Executive , Broomfield, Colorado

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