ROLE OVERVIEW:

The Digital Performance Lead for Human Assist Strategy will be responsible for optimizing human touch points digitally. The ideal candidate will have a background in customer satisfaction, digital implementation and be an expert in delivering data driven recommendations.

KEY RESPONSIBILITIES:

• Analyze chat/call interactions to identify friction points in the digital experience that cause a customer to engage with a human assist channel.
• Coordinate with partners to address funnel issues and identify optimization opportunities that will increase customer satisfaction and digital conversion.
• Champion initiatives that balance self-service automation with high value human assist interactions.
• Collaborate with cross functional teams to develop a 5-year digital roadmap for human assist.
• Benchmark AT&T’s digital performance against industry standards and internal goals, and implement data standardization best practices