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Lumen is looking to solve the problem of providing a seamless and insightful beta customer experience, by translating real-world interactions into actionable design thinking outputs and driving project plans to deliver measurable milestones.

Requirements

• 5+ years in service design, UX strategy, or customer experience roles.
• Strong portfolio of service design work, including journey mapping and stakeholder facilitation.
• Experience working with beta or early-access programs.
• Familiarity with agile development, product incubation, and enterprise technology environments.
• Background in enterprise networking, cloud, or cybersecurity (preferred).
• Experience in innovation labs or co-creation programs (preferred).

Responsibilities

• Own the beta customer journey from onboarding through feedback loops, ensuring a seamless and insightful experience.
• Validate assumptions through structured experimentation and customer engagement.
• Drive the project plan, aligning cross-functional teams to deliver and measure key milestones.
• Facilitate design thinking workshops to extract insights, map service blueprints, and co-create future-state experiences.
• Translate customer feedback and usage patterns into service design artifacts (journey maps, personas, service blueprints).
• Bolster proof and validation efforts by aligning service design with technical feasibility and business goals.
• Orchestrate internal and external stakeholders to accelerate delivery while maintaining a white-glove, high-touch experience.

Other

• Excellent communication and storytelling skills.
• Ability to work in a hybrid environment, with expectations of being in the Lumen office 2-3 times weekly.
• 5+ years of experience in related field.
• Ability to pass a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening.
• High school diploma or equivalent required, degree requirements such as bachelors, masters, or phd are not specified