Director Customer Experience

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.

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 450,000 business and residential customers across twelve 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.

Summary:  

The Director of Customer Experience will focus on developing a blueprint and strategy for a customer centric organization. From obtaining and analyzing data to socializing insights and findings, this role will study customer preferences, needs and behaviors to support the creation of an effective marketing, product and operational strategy that positively impacts the customer experience. This role will be adept at managing big data, recognizing patterns and crafting insights to develop customer-centric communication strategies to improve customer loyalty measured through NPS (Net Promoter Score), CES (Customer Effort Score) and other critical KPI’s. 

The Director will work with our corporate teams to ensure Breezeline is strategically aligned with their initiatives. This position will work cross functionally and closely with the senior leadership team. This position reports to the Vice President of Marketing. 

Essential Duties and Responsibilities:  

∙ Capture and interpret customer data (first and third party) from a range of sources and effectively communicate   findings across departments  

∙ Lead the strategy for customer propensity analysis and leverage this intelligence to inform the business next best offer and actions  

∙ Create customer personas to help drive company segmentation strategy  

∙ Manage the company’s NPS program, from survey distribution to analysis and action plan development.

∙ Analyze and communicate customer trends to create a compelling narrative and inform product roadmap, operational improvements and marketing strategies  

Influence and help prioritize customer journeys based on research and data  

∙ Own competitive analysis and analyzing telecom trends to create differentiating customer experiences for the Breezeline brand  

Inform Breezeline agencies about trends and insights to inform creative and campaign strategies ∙ Establish best practices for market research across consumer, business and bulk segments ∙ Advance the way Breezeline develops and share insights across the organization  

Qualifications  

Strong analytic and statistical skills with prior experience using statistical analysis techniques ∙ Familiarity with quantitative and qualitative research methods, and when to use based on different needs/application  

∙ Apply creative analytic methods to solve problems (mathematical skill is important, but also a creative   strategist/thinker) 

∙ Technologically savvy with familiarity with tools and platforms needed for analytics and insight   development (SAS, SPSS, GDS) 

∙ Proven track record of analyzing and leveraging data to recommend creative solutions

∙ Ability to create a strong narrative and tell compelling stories behind the data  

∙ A curious mindset to ask the right questions and challenge status quo, always looking to explore new   possibilities and seek new analytic approaches  

∙ Ability to see challenges and obstacles from the consumer’s point of view, understanding customer   expectations and looking to create the best possible customer experience  

∙ High degree of leadership and collaboration skills to support all internal cross-functional partners ∙ Five plus years of experience with majority of work experience needs to be related to market research and   analysis  

∙ Strong written, verbal and communication skills to inform the organization about new insights and sell in   recommendations that advance change  

∙ Experience in analyzing customer insights and driving NPS results in a customer centric organization ∙ Experience in agency and/or telecom a plus  

Available Benefits:

• Competitive salary

• Medical coverage (including prescription and vision plans)
• Dental coverage
• Life Insurance (1x salary at no cost to employee)
• Long and short-term disability insurance (no cost to employee)
• Voluntary employee, spousal, and child life insurance
• Company recognized Holidays with additional Floating Holidays
• Paid Time Off (PTO) programs
• Comprehensive Flex Work Policy
• 401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
• Participation in the Employee Bonus Plan
• Participation in the Cogeco Stock Purchase Plan
• Complimentary and discounted broadband services (for those in our service area)
• Tuition Reimbursement
• Headspace Membership
• Opportunities for LinkedIn Learning subscriptions for select colleagues

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