Lead Digital Customer Growth

About this role

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. The Lead Digital Customer Growth professional is a strategic individual contributor responsible for driving digital growth initiatives, customer experience transformation, and business performance improvements across AT&T's digital channels. This role serves as the bridge between business strategy and product execution, partnering closely with Product, Technology, UX/UI, Analytics, Operations, and Marketing teams to identify opportunities, define business requirements, prioritize investment decisions, and deliver measurable business outcomes. The ideal candidate combines digital commerce expertise, business analysis skills, customer-centric thinking, and strong stakeholder management capabilities to lead complex initiatives that enhance customer experiences, improve conversion, drive revenue growth, and support strategic business objectives. This position influences enterprise-wide initiatives without direct authority and is expected to operate as a trusted advisor to business leaders while ensuring successful execution through cross-functional collaboration. The role is responsible for translating customer needs, business priorities, and growth opportunities into actionable requirements, business cases, and delivery-ready solutions. Success in this position requires strong business analysis expertise, customer journey ownership, data-driven decision making, and the ability to influence roadmap decisions through strategic insights and cross-functional partnership. Key Responsibilities

Business Analysis & Requirements Management ·    Lead requirements gathering efforts for complex customer-facing digital experiences and platform enhancements. ·    Partner with stakeholders to define business needs, customer problems, operational considerations, and desired outcomes. ·    Create and maintain Business Requirements Documents (BRDs), business process flows, use cases, functional requirements, epics, features, user stories, and acceptance criteria. ·    Facilitate discovery sessions, stakeholder interviews, requirements workshops, and design reviews. ·    Establish traceability between business objectives, customer needs, requirements, and delivered solutions. ·    Define reporting, analytics, operational readiness, and measurement requirements necessary to support implementation and adoption. ·    Ensure business requirements support customer experience goals, strategic priorities, and measurable outcomes.

Agile Planning & Deliver y

·    Partner with Product Managers, Product Owners, Engineering, UX/UI, and Analytics teams throughout the delivery lifecycle. ·    Support intake evaluation, roadmap development, backlog prioritization, capacity planning, PI Planning, sprint readiness, and release planning activities. ·    Translate strategic business priorities into actionable work that can be executed by delivery teams. ·    Identify and manage dependencies, assumptions, risks, constraints, and implementation considerations. ·    Ensure solutions meet business objectives while balancing customer experience, technical feasibility, operational impacts, and delivery timelines. ·    Support prioritization decisions through customer insights, business value assessment, and data-driven recommendations.

Customer Experience Optimization

·    Advocate for the customer across all phases of solution design and delivery. ·    Partner with UX/UI and Analytics teams to identify customer pain points and improvement opportunities. ·    Support experimentation, A/B testing, and performance optimization activities. ·    Use quantitative and qualitative data to influence experience design, prioritization, and investment decisions. ·    Drive initiatives that improve conversion, engagement, customer satisfaction, and overall digital experience performance.

Stakeholder Partnership & Executive Communicati on

·    Build strong relationships across Business, Product, Technology, UX/UI, Analytics, Marketing, and Operations organizations. ·    Create executive-ready presentations, business cases, strategic recommendations, and status updates. ·    Drive alignment among diverse stakeholder groups and influence decisions without direct authority. ·    Present risks, opportunities, recommendations, tradeoffs, and business impacts to senior leadership audiences. ·    Facilitate cross-functional collaboration to accelerate delivery and improve business outcomes.

Other Non-Primary Responsibilities

The Lead Digital Customer Growth role may support a limited set of operational activities that enable effective portfolio management and business continuity. These responsibilities are expected to consume no more than 25% of weekly workload and should not detract from the role's primary focus on digital growth strategy, business analysis, customer experience optimization, and cross-functional delivery leadership.

Operational Portfolio Support

·    Support device inventory management activities across Digital Consumer Sales initiatives, including coordination of device lifecycle requests. ·    Manage and track device End-of-Life (EOL) requests and associated retirement activities. ·    Coordinate and process device add-back requests to ensure inventory availability aligns with business, operational, and testing needs. ·    Partner with product, technology, operations, and vendor teams to maintain inventory visibility and resolve inventory-related issues. ·    Monitor and communicate inventory status, risks, constraints, and impacts to relevant stakeholders.

Device Ship Commit & Readiness Tracking

·    Support tracking and reporting of device ship commitments and related readiness activities. ·    Monitor key milestones, inventory availability, and fulfillment status to help ensure alignment with launch and operational timelines. ·    Coordinate with cross-functional teams to iden

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