Project Manager, Customer Experience Design

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Requirements:

• Minimum of 8 years of experience in consulting and/or program management with proven success in customer experience design.
• At least 5 years of experience with process improvement and mapping methodologies.
• Experience in establishing and managing a program management function.
• Excellent oral and written communication skills with stakeholders.
• Analytical thinking, presenting information succinctly for executives.
• Experience supporting a customer operations organization with cross-functional collaboration.
• Strong analytical and documentation skills, including process mapping and KPI tracking.
• Proficient in PowerPoint, Excel, and Microsoft Project or similar tools.
• Prior experience with change management methodologies.
• Bachelor’s degree or equivalent in a relevant field; MBA and PMP certification preferred.

Responsibilities:

• Map customer journey arcs and develop customer personas.
• Establish a customer experience process improvement program with tailored project management practices.
• Create reporting and dashboards for program management.
• Lead stakeholder communications to gain buy-in for improvement programs.
• Mentor team members on project management and process improvement.
• Ensure successful structuring and management of specific improvement projects.
• Complete process maps and KPI analyses for initiatives.
• Manage project risks and ensure timely delivery.
• Facilitate project meetings and manage cross-functional workflows.