Customer Experience Program Manager Job Description
Customer experience program manager
provides consultancy on Customer Service policies, processes, and tools to external teams, as well as speak to Customer Service metrics and data.
Customer Experience Program Manager Duties & Responsibilities
To write an effective customer experience program manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer experience program manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Develop and maintain system/tools and process roadmap
Conduct the up-front analysis to map all relative touch points in customer experience (current state) and identify gaps (addressing inconsistency, inefficiencies, best practices, emerging trends, ), to create future state
Establish and maintain effective working relationships with multiple business partners (includes, LOBs, Ops and Bancorp) and external vendors that manage execution at customer touch points
Regularly assess risks and opportunities
Collaborate with business analysts to understand and create requirements based on business needs and ROI
Partner with technical product managers to implement features based on provided business requirements
Become the subject matter expert in the Customer Experience toolset, along with policies and procedures associated with those tools
Consider trade-offs between cost, schedule, and business benefit, and ensure successful delivery of features in production that meet customer experience needs
Contribute to requirements gathering and evaluation of new and replacement tools/vendors with a focus on world class support and global scalability
Coordinate and collaborate with CS management, content management, product marketing, marketing and product teams on new program feature rollouts
Customer Experience Program Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Experience Program Manager
List any licenses or certifications required by the position: PMP, PMI, CCXP, AWS, CSM, PSM, PMO
Education for Customer Experience Program Manager
Typically a job would require a certain level of education.
Employers hiring for the customer experience program manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, MBA, Engineering, Education, Technical, Computer Science, Marketing, Finance, Management, Business/Administration
Skills for Customer Experience Program Manager
Desired skills for customer experience program manager include:
Customer care processes and techniques
Customer experience systems and best practices
Excel
Ability to motivate and inspire large groups of people
Actively supporting and ensuring data accuracy and integrity
Bank policies
Basic business and banking terminology
Concepts
Data visualization and web analytics tools
Different metrics and metrics improvement ability
Desired experience for customer experience program manager includes:
Experience utilizing web analytics and data analysis to aid business decisions
Customer Support background preferred
High level of initiative and desire to create a world-class user experience for our customer support teams
BS or BA in Computer Information Systems, Business Administration or related field (applicable experience may be substituted)
At least 7 years of experience or master’s degree and 5 years of experience or an equivalent combination of education and experience
Strong communicator with experience in facilitation across all levels
Customer Experience Program Manager Examples
1
Customer Experience Program Manager Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer experience program manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer experience program manager
- Own the vision and roadmap (both operational and technical) for delivery rescheduling and visibility
- Develop short-term and long-term priorities, goals and metrics and drive accountability towards those goals
- Work with third-party carriers to execute technology projects
- Work with Transportation and third party carriers on delivery slot availability
- Write user requirements and work with technology teams to build tools and automate processes
- Partner with leadership to establish a world class operational model build management tools and operational guardrails
- Drive continuous improvement for our global team
- Contribute as a productive, forward-thinking senior member of the TCX management team
- Work collaboratively with the team and many internal stakeholders to review, understand and evolve digital user journeys from end to end -- from initial exploration and learning, through registration, purchase and product usage
- Apply clear thinking, excellent communication, and strong analytic skills to help solve problems, manage stakeholders, scope business and technical requirements, and prioritize project work
Qualifications for customer experience program manager
- Strong oral and written English and Japanese language communication skills (including experience reviewing results with senior management and working in a global team setting)
- Experience in areas such as management consulting, internet, technology, retail, consumer goods or research firms
- Additional fluency in Portuguese
- Bachelors Degree or equivalent qualification / work experience
- Strong oral and written communication skills are crucial, ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritize
- Project Management experience in a related industry
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Customer Experience Program Manager Job Description
Job Description Example
Our innovative and growing company is hiring for a customer experience program manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer experience program manager
- Manage a team of program managers who are delivering transformational programs across our support organization globally
- Set measurable program goals and communicate program status to various levels of the organization
- Develop and foster a collaborative work environment with key stakeholders
- Own the vision and roadmap (both operational and technical) for transitioning from a reactive experience to a proactive one
- Manage the Scheduled Delivery Assurance program, including a team of associates jointly trained in transportation problem-solving and customer service
- Work with data scientists to develop algorithms to proactively identify customer-impacting defects to the customer experience
- Track and maintain all deadlines for deliverables – escalating timeline concerns and proactively managing task execution across teams
- Provide seamless updates on program execution across all cross-functional teams on behalf of the Customer Experience Dept
- Assure that all User Experience updates and strategies are implemented across the varied groups in a collaborative manner – responsible for taking a holistic, end to end view of strategic implementations
- Provide thought leadership and strategic contributions to shape a strong scenario-focused, customer-centric organizational culture
Qualifications for customer experience program manager
- Define and set the method and tools that are necessary to manage the deployment of the project across multi entities (detailed business plan, planning, risk analysis, mitigation plan, stakeholder communication, templates, KPI …….)
- Create added value with business experts and key stakeholders by challenging and providing alternative insights & perspectives
- Support and provide proven and custom-made structured analysis (problem solving)
- Design with subject matter experts high level processes, identify new transversal capabilities and define new target operating models
- Capable to capture and structure large quantities of information, to focus on the relevant elements and to translate abstract content into action
- Ability to break down complex issues and topics to essential elements and to assemble key findings and recommendations in a structured manner (helicopter view)
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Customer Experience Program Manager Job Description
Job Description Example
Our growing company is looking for a customer experience program manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer experience program manager
- Know the ins and outs of competitors and drive to make Azure Active Directory offering be the best of breed identity solution
- Establish learning pipeline for our sales and services organization with the technical knowledge (L300+), tools and support they need to win customers
- Evangelize our solutions to customers at Identity EBCs, customer visits and conferences
- Drive programmatic changes to our customer adoption efforts, evolving them into a consistent, repeatable framework with a data-driven approach toward measuring outcomes
- Collaborate with other engineering teams to offer our customers a consistent experience across the EMS and ECS suites
- Write (and present) white papers to explain the benefits and strategic importance of your work to senior audiences
- Plan and execute end to end operational analysis programs which result in impactful customer experience enhancements
- Own end-to-end projects that deliver efficiencies and improve the quality of work produced
- Define product strategy based on business need, timeline, and resource availability
- Gather requirements from a variety of partners to design and create customer-facing features
Qualifications for customer experience program manager
- Able to support the implementation of the required governance
- Business / commercial thinking
- Persistent way of working
- Good understanding of P&C insurance business
- Strong experience in project management (planning, risk, budget, communication)
- Ideally, good understanding of P&C insurance functions
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Customer Experience Program Manager Job Description
Job Description Example
Our company is looking to fill the role of customer experience program manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer experience program manager
- Define measurement strategies and tactics, then measure the effectiveness of individual projects and the overall initiative using techniques that include but are not limited to, data-mining, response rates, VOC
- Develop a deep understanding of the Intune service
- Develop a deep understanding of the FT program
- Collaborate across multiple teams, including EMS product groups, EMS marketing and FT to integrate into the FT Partner vNext program
- Aligning with EMS partner teams, ensure partner readiness is sufficient to enable our partners to onboard customers to our services
- Working with the FT team, create Partner vNext success metrics that allow us to monitor and measure the effectiveness of the program
- Develop deep alignment with the Partner Success Managers with the objective of developing a deep understanding of partner success in the vNext model and identifying partner learnings that can be fed back into our Engineering team
- Coordinate the run operation of our multi-language service center hubs and support the Associate Director Business Operations EMEAP in supplier governance
- Lead outsourced existing customer service during a period of massive growth in a direct to patient environment
- Drive continous improvements in planning, daily operations, messaging, process landscape and training
Qualifications for customer experience program manager
- Strong customer satisfaction track record
- 5+ years of relevant experience working experience in program or product management, transportation or operations
- 3+ year product planning and roadmap development
- 3+ year process improvement and process design
- Strong knowledge of the logistics/transportation delivery experience
- 3+ years working with software development teams
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Customer Experience Program Manager Job Description
Job Description Example
Our company is growing rapidly and is looking for a customer experience program manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer experience program manager
- Experience of working in a marketing or product development role within a subscription based or media business
- Familiarity with Salesforce Marketing Cloud, particularly journey builder
- A project management or digital marketing qualification
- A comprehensive understanding of customer experience design principles, transformation strategies and the role of customer insight
- A comprehensive understanding of cross-channel data challenges and their impact on communications, personalization and product design
- Exceptional stakeholder management skills, with the ability to motivate, direct and influence, in equal measure
- The ability to clearly articulate strategic projects and initiatives
- Exceptional written and spoken English, with the ability to review and edit persuasive marketing copy for high-end audiences
- The ability to work to deadlines and manage conflicting priorities, in line with core business objectives
- The ability to work effectively with internal and external teams
Qualifications for customer experience program manager
- Intermediate SQL or statistical programming experience
- Minimum 4 years’ experience in software and/or e-commerce product management
- Minimum 4 years’ experience in high-level communications with internal and external senior leaders/stakeholders
- Minimum 4 years’ experience working on digital projects
- Familiarity with user experience design and user research methods is required
- BA/BS in Business, Finance, Engineering, Computer Science, Mathematics, or equivalent