Cx Loyalty Lead

CX Loyalty Lead

Location: Columbus, OH (Onsite)
Experience Required: 10+ Years

We are seeking an experienced CX Loyalty Lead to serve as the regional wireless Single Point of Contact (SPOC) for the client, owning the relationship between wireless services and the people who rely on them.

This role combines problem management, user research, and customer analytics to understand how the Wi-Fi experience is perceived and how it performs. The CX Loyalty Lead will translate customer insights into actionable requirements and service improvements that increase customer satisfaction and loyalty across the region.

• Regional Wireless SPOC

• Problem Management

• Surveys, Personas, Requirements Gathering, and Customer Analytics

• Serve as the primary regional contact for wireless matters, representing client stakeholders to the delivery team and the delivery team to the client.

• Maintain regular engagement with regional IT teams, site leaders, and business leaders, including service reviews and governance meetings.

• Coordinate across operations, engineering, and vendor teams to ensure regional issues and requests are progressed and resolved.

• Communicate service status, planned changes, and improvement initiatives clearly and proactively.

• Manage regional escalations and own communications during high-impact situations.

• Assess how customers perceive the wireless and Wi-Fi experience and identify opportunities for improvement.

• Use surveys, customer personas, and customer analytics to understand user needs, expectations, and satisfaction levels.

• Translate customer insights into actionable business and technical requirements.

• Support initiatives that improve the wireless customer experience and strengthen regional customer loyalty.

• Coordinate problem management activities for regional wireless services.

• Work with operations, engineering, and vendors to investigate service issues and drive resolution.

• Maintain stakeholder alignment through proactive communication, governance, and service reviews.

• Track regional requests, escalations, and improvement initiatives through closure.

• 10+ years of professional experience.

• Experience serving as a regional wireless SPOC or in a similar client-facing wireless service leadership role.

• Strong problem management and escalation management experience.

• Experience with surveys, customer personas, requirements gathering, and customer analytics.

• Strong stakeholder management and communication skills.

• Ability to coordinate across IT, operations, engineering, business teams, and external vendors.

• Experience managing service reviews, governance meetings, and regional service improvements.

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