Senior Manager, Self-Service Channels

Purpose

The Senior Manager, Digital Self‑Service Strategy leads the evolution of Liberty’s digital customer experience to meet changing customer preferences and industry trends. The role is responsible for defining and executing the enterprise digital containment strategy, expanding intuitive, high‑quality self‑service options across IVR, web, mobile, and AI‑enabled channels so customers can easily resolve routine needs in the channel they prefer.

This role intentionally operates within a hybrid service model. While digital experiences are elevated as the primary option for simple and convenience‑driven interactions, Liberty remains committed to a strong live agent presence for customers who prefer to call and for complex, sensitive, or high‑touch needs. Digital self‑service is designed to complement, not replace, live agents by simplifying routine work and enabling agents to focus on higher‑value customer interactions where human expertise matters most.

#LI-Hybrid

Accountabilities

• Define and own the enterprise digital self service strategy, positioning digital channels as the primary customer experience.
• Develop and maintain a multi year digital journey roadmap aligned to customer demand reduction, cost efficiency, and experience outcomes.
• Set strategic priorities and sequencing to maximize business impact and scalability.
• Drive sustained digital adoption and measurable demand deflection from assisted channel.
• Own performance outcomes related to containment, call reduction, customer effort, and cost to serve.
• Establish KPIs and reporting models that demonstrate progress toward top quartile performance.
• Lead end to end digital journey design using customer insights, analytics, and testing.
• Establish standards for content, usability, and design consistency across digital experiences.
• Continuously optimize journeys to reduce friction, repeat contacts, and failure points.
• Act as the enterprise owner for digital self service initiatives, aligning IT, Operations, Customer Experience, Analytics, and external partners.
• Provide senior level execution leadership during organizational consolidation and transformation.
• Ensure governance, risk management, compliance, and operational readiness across all digital self service platforms.

Education and Experience

• Bachelor’s degree in Business, Operations, or a related field (or equivalent experience).
• 5+years of experience in a large-scale utility or regulated industry contact center environment.
• Deep understanding of IVR systems, web and mobile platforms.
• Knowledgeable with multiple systems and platforms to ensure seamless customer experiences.
• This position requires travel (approx 25%-50%) to locations in the United States and occasionally to other US locations and head office in Canada.  A valid passport is required for international travel.