Lead Customer Experience Manager, CX - Remote

Overview

The primary purpose of the Lead Customer Experience Manager is to ensure that major corporate initiatives are organized, structured, defined, and delivered within specified time frames. The position requires interfacing with multiple departments, creating, and/or translating business requirements into the technical specifications necessary for the development resources to scope and deliver for any system or functional delivery. This position plays a key role in organization, tracking, and reporting defined project measurements and to analyze delivery and process metrics.

In Short

• Support, develop, and organize required delivery elements, via requirement documentation, process flows, user stories.
• Creating cost/benefit analyses in support of corporate projects.
• Create customer journey maps that identify customer touchpoints.
• Work with business units to define and document project scope, requirements, timelines.
• Identify project priority conflicts and report any issues affecting overall project delivery.
• Create as-is process maps and identify process improvements.
• Drive process automation and simplification projects.
• Determine reasonable performance metrics, service levels.
• Work as a business analyst to identify key functional elements and requirements.
• Communicate project status to stakeholders and executives.

Requirements

• Bachelor’s or master’s degree in business management, Information Systems, or a similar field.
• 3+ years of experience in business analysis and/or project management.
• 1+ years in Customer Experiential Design.
• Excellent customer service and people skills.
• Experience using MS Project and Visio.
• Data analysis and interpretation skills.
• Excellent problem-solving skills.
• Excellent strategic foresight.
• Ability to meet deadlines.
• Ability to manage multiple projects at one time.
• Ability to work with and to interpret technical information to non-technical individuals.

Benefits

• Opportunity to work with a leading innovator in AI, cloud, and digital technologies.
• Engagement with a diverse team across multiple countries.
• Participation in significant corporate initiatives.
• Professional development and growth opportunities.