Director, Customer Experience - Town of Chatham - Consolidated Communications

Description

Major Duties

Classification: Exempt / Non-Bargaining – Position may be located remote. Fidium is where next‑generation fiber meets next‑level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning‑fast and reliable connections to families, businesses, and communities. Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement – empowering every team member to make a meaningful impact. We are seeking a visionary Director of Customer Experience to lead our enterprise‑wide Customer First transformation. This pivotal role owns the end‑to‑end customer journey, ensuring every interaction reflects our unwavering commitment to excellence, empathy, and innovation. You will be the driving force behind the strategic and operational direction of our customer experience initiatives – leveraging data, insight, and collaboration to redefine what it means to truly delight our customers. Through the integration of feedback from our Voice of the Customer (VoC) program, you will shape the future of how we listen, respond, and evolve. The ideal candidate is not only a strategist but also a hands‑on leader who thrives at the intersection of vision and execution – bringing passion, precision, and purpose to every project and partnership.

Responsibilities

Strategic Leadership

• 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.

Customer Journey Management

• 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.

Voice of the Customer (VoC) Program Management

• 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.

Continuous Improvement & KPI Ownership

• 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.

Change Leadership & Advocacy

• 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.

Qualifications

Core Competencies

• Analytical Expertise: Skilled in translating qualitative and quantitative customer insights into strategic business actions.


• Leadership: Proven record of leading diverse, cross‑functional teams and driving organizational transformation.


• Process & Program Management: Deep experience managing enterprise‑level VoC programs and feedback ecosystems (Medallia experience highly preferred).


• Communication & Influence: Exceptional storyteller with the ability to synthesize data into compelling insights and gain buy‑in at all levels.


• Customer-Centric Mindset: Passionate about understanding evolving customer needs and translating them into scalable experiences.


• Innovation & Problem Solving: Strategic thinker capable of balancing short‑term impact with long‑term vision.

Minimum Requirements

• Bachelor's degree in Business, Marketing, Communications, or related field (Master's degree preferred).


• 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 (Medallia strongly preferred).

Benefits Offered

• 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

Salary

Pay range (commensurate with skills and experience): $110,000-$160,000 Annual Salary

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.