Consolidated Communications · 21 hours ago
Director, Customer Experience
United States
Full-time
Remote
Director/Executive
$110K/yr - $160K/yr
10+ years expConsolidated Communications is seeking a visionary Director of Customer Experience to lead their enterprise-wide Customer First transformation. This pivotal role owns the end-to-end customer journey, ensuring every interaction reflects their unwavering commitment to excellence, empathy, and innovation.
Telecommunications
Responsibilities
Architect and implement a comprehensive •Customer First• roadmap aligned with business strategy and customer insights
Champion a culture of customer obsession — ensuring every team, from operations to product, embeds customer-centric thinking into decision-making
Design, document, and continuously refine the holistic Customer Journey , identifying critical touchpoints, communication flows, and opportunities for improvement
Partner cross-functionally with Product, Marketing, and Technology teams to ensure every experience is seamless, consistent, and data-driven
Oversee strategic governance and evolution of the Customer Voice program, ensuring technical feedback systems (including Medallia) are optimized for accuracy, scalability, and actionability
Translate customer sentiment, NPS, and journey analytics into actionable business insights that inform product innovation, process improvement, and service design
Establish and track key performance indicators (KPIs) that measure customer satisfaction, loyalty, and lifetime value
Lead cross-functional workshops and sprints to address pain points and drive measurable enhancements in the customer experience
Serve as the voice of the customer at the executive table — advocating for their needs and expectations in every strategic decision
Inspire and empower teams at all levels to champion customer excellence through education, communication, and results-oriented collaboration
Qualification
Required
Bachelor's degree in Business, Marketing, Communications, or related field
10+ years of progressive experience in customer experience, customer journey, or customer strategy leadership roles
Minimum 5 years of experience in the internet service provider industry
8–10 years of experience leading customer feedback or VoC programs
At least 5 years of people management experience with proven ability to develop high-performing teams
Demonstrated success building and executing customer journey frameworks that drive measurable impact
Proficiency in customer analytics and feedback tools
Preferred
Master's degree
Medallia experience
Benefits
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 to eligible employee's based upon organization performance
Company
Consolidated Communications
On Sept.
Founded in 1894Mattoon, Illinois, USA
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.93BKey Investors
New Hampshire Department of Business & Economic AffairsMaine Connectivity AuthoritySearchlight Capital Partners
2025-05-22Debt Financing· $1.34B
2024-09-06Grant· $11.8M
2023-10-16Acquired
Leadership Team
Bob Udell
President and Chief Executive Officer
John Lunny
Chief Technology Officer
Recent News
Canada NewsWire
2025-11-07
NH Business Review
2025-10-03
Company data provided by crunchbase