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About LumenLumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.The RoleWe are looking to add a Lead Analyst to our team who will be responsible for driving quality improvements and positive customer experience changes in our Mass Markets ordering systems. If you want to join a team where your voice, ideas and solutions are heard, appreciated and utilized then this role is for you. We offer amazing benefits starting Day 31 of employment that include holistic coverage that only Lumen can provide. We have a culture anchored in doing the right thing and principles that guide every decision made. We are highly passionate about the customer journey and experience and are looking for team members who have this same passion and conviction about doing the right things for our customers.The Main ResponsibilitiesYou will have ownership for complex ordering system initiatives.You will lead Mass Markets process improvement initiatives by applying a disciplined approach to problem solving, including evaluations of process while driving opportunities for improvement.You will initiate efforts to improve customer experience, impact revenue, decrease expense and drive continuous efficiency improvements.You will be a SAFe Agile Product Owner (PO) with responsibilities for user stories, system requirements, development and lifecycle support for Mass Markets products & processes using SAFe Agile principles.You will execute user acceptance & shakeout testing and provide post launch support for Mass Markets ordering system changesYou will analyze and measure processes to ensure effectiveness and efficiency. Identify, develop, create and implement new or enhanced processes.You will partner with Training and Communications teams to create content and support delivery.You will quantify metrics to support a business case.You will manage prioritization of tasks to attain milestones and successfully support project implementations.You will challenge standard solutions and weigh alternatives based on a strategic, long term perspective.You will anticipate potential challenges/roadblocks and develop contingency plansYou will consistently add value outside of the parameters of the job.You will present options/solutions and persuade/guide others to align focus and drive outcomes.What We Look For in a CandidateBachelor's degree or equivalent education and relevant experience.
6+ years related experience.
Experience with Mass Markets Customer Care service processes and systems that support the ordering, quoting, Confirmation of Service letters and billing of products, or equivalent experience within the Mass Markets Organization.
Experience communicating/creating project requirements, features and user stories in a SAFe Agile environment or equivalent training.
Proficiency in Mass Markets Customer Care CRM and ordering systems & tools.
Proficient in Microsoft 360, Teams, Confluence, SharePoint, Excel, Word and PowerPoint.
Strong oral and written communication skills.
Strong collaboration and leadership skills.
Strong analytical and delivery skills.
Ability to prioritize multiple tasks and meet critical deadlines.
Experience in Lean Methodology.
What to Expect NextRequisition #: 271466EEO StatementWe are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.DisclaimerThe above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.Salary RangeSalary Min :72540Salary Max :132000This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.Salary RangeSalary Min :72540Salary Max :132000This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
