Director Customer Experience at AT&T Careers - AT&T Careers
Skip to Main Content

Take center stage at the center of our company.

Corporate Jobs

Welcome to AT&T command central. As part of our Corporate team, you’ll be at the heart of everything we touch – including industry-leading telecommunications, high-speed Internet and pay TV. Partnering up with thought leaders and amazing innovators in business units across the company, you’ll be amazed by what we can do. We’re connecting the world – and it all starts here.

Director Customer Experience

Dallas, Texas

Apply

Director of CX


As the Director of CX, you have the unique opportunity to help redefine our
customer journey across entertainment and communication experiences as part of
the digital transformation of AT&T.  You will also be leading
compelling Omnichannel customer experiences that includes appropriate employee
experiences at the call center and retail locations. You will be part of a high
energy digital organization that will deliver customer journeys, journey
analytics and journey maps that help UX teams to derive and drive their user
experiences.  You will work across channels including online, mobile apps,
retail and cal centers in additional to employee tools to ensure the customer
end to end experience is seamless.  This position provides an opportunity
to drive strategic value with innovative thinking, while managing the agile
deliverables on a week to week progress of the team.  You will be transforming the way people, businesses and things connect with
each other. You will be part of the leadership team that is transforming the
culture of the organization to embody the beliefs of our team: One Team,
Effective Communication, Agility, Empowerment, Continuous Learning, Trust and
FUN!

Roles & Responsibilities


  • Define and deliver the
    roadmap CX vision & strategy
  • Create customer mindset
    driven thinking, leading the team to create a seamless end-to-end customer
    experience and user friendly design
  • Deliver on a best in
    class digital customer experience across various online and mobile app
    assets. 
  • Lead the team in
    creating customer journeys and journey maps. 
  • Ability to lead,
    motivate, and build an efficient team in a fast pace environment
  • Plan, prioritize and
    oversee initiatives that are delivered on time and at the highest quality
  • Collaborate effectively
    with an agile, cross-disciplinary team to evaluate the feasibility of
    proposed designs
  • Work with key
    stakeholders, Product Manager, Product Owners & Software Architects to
    customer service solutions
  • Responsible for
    recruiting highly engaged passionate employees

Experience & Skills


  • 5+ years interactive design experience
  • Demonstrable expertise in creating journeys and journey maps, identifying pain points
  • Experience in working in matrixed organization with multiple stakeholders. 
  • BS/BA in Computer Science, Engineering, HCI or Design
  • Master’s degree in Interaction Design, HCI, Graphic Design, or equivalent preferred
  • 5+ years of supervisory experience in managing CX strategists and designers 
  • 3+ years leading change in product development methods, practices & group
  • 3+ years handling customer experience interactions
  • Experience in broad set of platforms including web, desktop and mobile


Job ID 1916918 Date posted 04/18/2019

I love my career at AT&T.

Pros

AT&T has opened my world to possibilities! AT&T has a career platform that is rich in opportunity. It provides so many areas of interest you have the stay with one company and work in very different and challenging roles throughout your entire career.

Cons

The big corporate environment can make you feel like a number if you let it. You have to take control and drive your career. Get engaged and have a vision for what you see your career as.

Current Employee - Principal Business Manager
  • One Star Rating
  • Two Star Rating
  • Three Star Rating
  • Four Star Rating
Glassdoor

LifeAtATT

This is the life – the #LifeAtATT, that is. We’re creating what’s next and having a blast doing it. You’re looking for proof? Well, see for yourself.

Back to top