Growth Marketing

• 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

Lead Human Assist Strategy – Lead Digital Customer Growth

Lead Digital Customer Growth – Strategy

Lead Digital Customer Growth – Experience Optimization