Manager, Experience Strategy Resume Samples

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M Lang

Marcos

Lang

13785 Daniel Light

Los Angeles

+1 (555) 353 4509

13785 Daniel Light

Los Angeles

Phone

p +1 (555) 353 4509

Experience Experience

Philadelphia, PA

Client Experience Strategy Manager

Philadelphia, PA

O'Conner Inc

Philadelphia, PA

Client Experience Strategy Manager

Potentially manage a team of 1 to 3 analysts
Support and conduct analysis related to operational and financial performance
Champion prioritized investment in initiatives based on business case development and proof of concept
Lead large cross-functional strategic projects
Lead discovery (define goals, draft test and drive execution) on a prioritized list of wide-ranging initiatives to create clear business objectives and success metrics for implementation
High attention to detail
Expert knowledge of MS Excel

Detroit, MI

Customer Experience Strategy Manager

Detroit, MI

Harvey, Waelchi and Tremblay

Detroit, MI

Customer Experience Strategy Manager

Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry
Provide regular updates on performance to sr. leadership in a variety of settings
Develop business cases and compelling research artifacts to influence prioritization of critical opportunities
Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions
Create hiring practices, incentives and rituals that promote a customer-focused culture
Oversee and manage all aspects of the internal Daily Call Listening Program and internal V.O.I.C.E Blog
Develop weekly call listening themes, and call inventory for the Daily Call Listening Program

present

Chicago, IL

Manager, Customer Experience Strategy

Chicago, IL

Bernhard, Gerhold and Leffler

present

Chicago, IL

Manager, Customer Experience Strategy

present

Identifying ways to improve the measurement, reporting and refinement of the customer satisfaction measures
Developing insights into the drivers of home loan customer satisfaction
Develop material to communicate findings/conclusions/recommendations
Work closely with other members of the CX Strategy team evaluate issues and opportunities and identify effective solutions
Work with other USCM groups on cross-functional projects (e.g., loyalty strategy)
Develop reporting to apprise senior leadership of the teams progress and impact
Develop reporting to apprise senior leadership of the team’s progress and impact

Education Education

Bachelor’s Degree in Business

University of Georgia

Bachelor’s Degree in Business

Skills Skills

Ability to think both strategically and tactically with good attention to detail
Demonstrated ability to manage multiple projects - prioritization, planning and task delegation
25%-Analyze customer information (external data, internal research, site behaviors, post-transaction data) to identify the most significant opportunities to improve the customer experience across categories
Ability to operate simultaneously and effectively in both tactical and strategic modes
Strong interpersonal, motivational, and communication skills (speaking, writing, presenting)
Ability to solve complex problems
5%-Lead targeted online/interconnected initiatives that address customer gaps to insure they come in ontime and in-scope
5%-Examine category merchandising strategies of key competitors and best-in-class online retailers to understand emerging trends
25%-Optimize customer experience merchandising, taxonomy, purchase path (search and navigation), data content, SEO and post transaction results
40%-Manage and mentor a top-performing team

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Manager, Customer Experience Strategy Resume Examples & Samples

Designing and implementing customer experience strategic vision
Developing insights into the drivers of home loan customer satisfaction
Driving initiatives and collaborating with stakeholders to deliver a market-leading customer experience, coupled with a solid understanding of competitor offerings
Identifying ways to improve the measurement, reporting and refinement of the customer satisfaction measures
Developing a deep understanding of home loan complaints and disputes, and identify strategic opportunities to reduce complaints
Developing an understanding of critical aspects of the end-to-end home loan processes
4+ years management consulting experience with a top tier consultancy or Big 4 professional services firm
Tertiary qualifications in a related field, preferably postgraduate
Experience in design thinking, customer-centred design and customer experience
Advanced analytical and commercial acumen
Strong communication and influencing skills
Strong stakeholder engagement skills
Ability to drive results and take ownership
Experience in developing customer insights and strategy development or analytics
Prior experience in retail banking is desirable but not essential

Manager, User Experience Strategy Resume Examples & Samples

Collaboration with the product leadership team, Marketing & Solutions Management, Business Analysts, and the Technology team to refine requirements and develop design concepts, bridging business objectives, technical considerations, and user goals into a holistic entity
Manage a team of UX Designers supporting Sabre Airline Solutions software solutions
Utilize research methods to understand users, their tasks, and their environments. You may develop Personae, User Profiles, and Conceptual Models to communicate dominant characteristics and develop predictable results
Create a product's visual look and feel, seamlessly integrating brand, appearance, usability, and functionality targeting a variety of technology platforms, Desktop, Web, and Mobile/Tablet
Produce specifications and/or prototypes describing interaction requirements to support evolving software application development
Conduct and/or coordinate Evaluation Techniques, including Design Walkthroughs, User Feedback Sessions and formal Usability Testing to validate proposed design solutions with stakeholders and end users against usability goals
Minimum 10 years related experience in Interaction Design, Visual User Interface Design, and User Experience Research
Experience and training to take on extremely difficult design challenges such as visualization of complex data, rich interactivity in a domain dominated by tables and spreadsheets, and driving common look and feel across a diverse product portfolio
Experience with designing and delivering effective and beautiful interfaces for both desktop and web applications
Proficient with industry tools, including Axure, Balsamiq and the Adobe Creative Suite
Excellent communication skills; ability to handle multiple projects; proven leadership ability

Client Strategy & Experience Manager Resume Examples & Samples

As a senior member of the Client Strategy & Solutions team, the candidate will bring 10+ years of financial services experience - consumer banking, consulting, and/or fintech/payments
Undergraduate degree (Bachelors); MBA strongly preferred
Business and financial acumen
Data analysis and root cause interpretation; strategic/conceptual thinking & analytical abilities
Strong leadership and coaching abilities; negotiation, persuasion and collaboration
Ability to be agile and work in a cross-product interactive environment; superior communication, influence and presentation skills
Experience in strategy formulation and execution/implementation; demonstrated revenue and profitability impact

Manager, Customer Experience Strategy Resume Examples & Samples

Demonstrating Strong EQ (Be Aware) – Having a keen sense of self awareness is the foundation of leadership at Adobe. As a leader, we look to you to inspire teams to greatness with empathy and mindfulness of your impact on others from summer interns to the Board of Directors. And whether you’re in headquarters, New York, London, Tokyo or Bangalore, you’re attuned to emotional, situational and cultural surroundings and adapt your approach accordingly
Selecting Talent (Be a Recruiter) – You’re a talent magnet! You’re masterful at attracting and selecting a diverse pool of top talent. You realize that organizations get the best results when there is diversity of ideas and experiences and you actively foster inclusion. You’re also invested in building a strong internal and external pipeline of talent for current and future business needs. Your bar for top talent is unwavering
Role Modeling Check-In (Be a Coach) – We don’t believe in annual reviews and rankings. That’s why, feedback flows constantly at Adobe. We believe that careers grow when feedback is iterative, not quarterly or annual. You’re an inspirational and effective coach; a leader who sets challenging yet attainable performance expectations and holds the team accountable for doing the same

Customer & Digital Experience Strategy Manager Resume Examples & Samples

Support leadership in defining a long-term (5-year) global Customer Experience and Digital strategy for the Customer & Digital Experience (CDE) organization, as well as ensuring there is a clear set of global initiatives and roadmap to deliver against the strategy
Craft executive-level presentations and communications that capture a holistic view of CDE vision, strategy and priorities, goals and KPIs, initiatives and roadmaps, organizational structure and operating model, and results and learnings
Lead CDE team strategic planning process and develop all material to be submitted to Global Cards and Global Consmer Bank Strategy and Chief of Staff teams
Develop working relationships and trust with the CDE Leadership and internal and external resources to call on Senior Managers, build ad hoc teams and leverage CDE expertise to develop critical, time sensitive presentations and communications for both internal and external audiences
Build and manage a comprehensive CDE resource library and “fact book” that houses key documents and information from across the organization in a way that is easily accessible and searchable to CDE leadership and business management team
Prior credit card or financial services experience required, must have broad understanding of organizational functions across business, financial controls, operations and technology
Prior experience in management consulting or internal strategy roles required
Deep understanding of customer experience and digital/mobile landscape and trends in financial services / payments and adjacent industries
Must be a passionate advocate for the customer and a champion for change, willing to speak up and challenge the status quo in order to build a truly customer-centric organization and culture
Excellent active listening, problem solving and root cause identification skills; Strong analytic and decision making abilities
Flexibility and adaptability to work in ambiguous situations, while having the resilience and tenacity, with a propensity to persevere in a resistive environment

Manager, Experience Strategy Resume Examples & Samples

40%-Manage and mentor a top-performing team
25%-Optimize customer experience merchandising, taxonomy, purchase path (search and navigation), data content, SEO and post transaction results
5%-Lead targeted online/interconnected initiatives that address customer gaps to insure they come in ontime and in-scope
Must pass pre-employment test if applicable
Demonstrated ability to hire, develop and lead high performing teams
Proven ability in driving an online business’ performance
The ability to understand and influence cross-functional inputs to Merchandising, for achieving better output results
Ability to think both strategically and tactically with good attention to detail
Demonstrated ability to manage multiple projects - prioritization, planning and task delegation

Customer Experience Strategy Manager Resume Examples & Samples

Support account growth initiatives, in partnership with our Partnership team and American Airlines, by jointly developing strategies to improve customer experiences for these cardmembers. Emphasis will be on maximizing opportunities face-to-face and in-flight as a channel for new customer acquisitions
Help identify new customer experience improvements with internal teams and American Airlines
Help formulate and shape new product enhancements through customer insights, competitive analysis, and customer research. Ensure all current and future product initiatives are driving the right customer experiences
Be a product advocate to champion product and customer needs for American Airlines within Barclaycard and vice versa
Communication is key in the role as you will work directly with internal and external partners, as well as provide strategic direction across multiple teams
A leader with an ability to drive customer experience improvements across the organization
Provides excellent service to internal and external customers
Keeps stakeholders up-to-date on the progress of the service they are receiving from Customer Experience and any changes that may affect them
Actively establishes relationships with all levels within the organization
Maintains continuous, open, consistent professional communication with stakeholders, peers, and management
Openly listens to others and checks understanding
Continues to acquire and apply new knowledge and learning

Customer Experience Strategy Manager Resume Examples & Samples

Bring the Customer Experience to life for internal stakeholders through a variety of qualitative and quantitative research and reporting methods to understand the end to end customer journey and pain points
Work with key stakeholders to propose, create, and deliver differentiated customer experiences
Identify strategies to optimize capability within Barclaycard US to deliver service improvements and meet the future needs of the business
Responsible for recommending and driving customer experience improvements through all contact channels, including Voice, Digital Servicing and IVR
Oversee and manage all aspects of the internal Daily Call Listening Program and internal V.O.I.C.E Blog
Develop weekly call listening themes, and call inventory for the Daily Call Listening Program
Employee both passive and active listening techniques – e.g. focus groups, and listening to inbound calls
Desire to work hands-on in a performance-based, analytically-driven, fast paced- environment
Partner with stakeholders to analyze business operations, identify improvement opportunities, define and lead transformation programs
Creates and presents customer experience project status updates to stakeholders
Understands customer needs through data, able to perform gap analysis’s and can create business cases for customer experience improvements
4 year Bachelor’s Degree Required
2+ years’ Experience working within the financial industry, credit card industry preferred but not required
Customer focused mindset – advocates for the customer and is not afraid to represent their point of view even if it’s sensitive feedback
Evidence of working within a complex stakeholder environment
Strong Business Acumen; understanding of the dynamics of the credit card business and the functional responsibilities of key stakeholder areas (Marketing, Operations, Compliance and Governance, Process Improvement)
Excellent relationship management skills
Ability to drive and achieve results through others
A genuine passion for the customer and an ability to transform concepts and issues into effective delivery
Expert strategic thinking abilities
Advanced degree (not required)

Senior Manager Customer Experience Strategy & Innovation Resume Examples & Samples

Develops and ensures successful implementation of the regional customer experience strategy, including assessing and determining feasibility of possible customer experience innovations, and accountable for driving the customer experience innovation strategy
Manages senior consultants and project managers
Provides guidance and subject matter expertise to executives, senior leaders, and business partners on how to implement customer experience improvements and innovations within departments and across the enterprise. Acts as a dedicated consultant for a key area of the business (e.g., Clinical Operations), and oversees the dedicated consultant for additional areas of the business (e.g., HPSA, Revenue Cycle, Sales)
Participates on enterprise-wide (all regions and PO) communities of practice focused on Member Services, Customer Experience, member retention, to implement best practices in the region to drive outcomes around member services
Acts as the Colorado liaison for rapid cycle innovation in the Digital Customer Solutions space. Serves as a KP Colorado voice for leading edge Customer Experience strategies and technology innovations. Partners closely with IT, when appropriate, to ensure alignment and back-end systems can support innovative digital customer solutions
Partners closely with key stakeholders to ensure alignment, efficient hand-offs and work flows, and solid, productive, sustainable relationships and collaboration
Minimum five (5) years of experience leading a team
Minimum ten (10) years of experience getting results through others; could be through managers and supervisors, or through program management involving multiple departments
Experience with direct to consumer marketing, customer experience, product development and design, digital customer/user experience, or innovation
Proven experience with consulting and large-scale implementations, process improvement and change management
Proven experience achieving key business outcomes through major strategic initiatives and programs
Experience with strategy development
Master's degree in health care administration or business administration with operations, finance, technology or innovation preferred
Strong public speaking skills preferred

Manager, Customer Experience Strategy Resume Examples & Samples

Conduct in-depth customer research (including customer interviews)
Conduct competitive analysis to identify CX trends in insurance and in adjacent industries
Identify high impact opportunities for enhancing the customer experience
Develop material to communicate findings/conclusions/recommendations
Present findings to senior leaders
Collaborate across the CAO to ensure USCM CX Strategy and supporting design principles are applied consistently
Work with other USCM groups on cross-functional projects (e.g., loyalty strategy)
Develop reporting to apprise senior leadership of the teams progress and impact
Work closely with other members of the CX Strategy team evaluate issues and opportunities and identify effective solutions
Exceptional analytical skill
Very strong structured problem solving ability
Ability to produce creative solutions
Comfortable working in a dynamic, fast-pace and constantly changing environment
The ability to work with a broad range of people across disciplines and areas of functional specialization
Comfortable with ambiguity and action-oriented
The ability to think broadly and be strategically bold
Ability to lead through influence

Senior Manager ABM Customer Experience Strategy Resume Examples & Samples

Identify and evaluate potential new products and enhancements to offer at the ABM by
Analyzing key indicators of product performance, market and competitive conditions in order to ensure products and features are competitive and profitable
Determining where customer experience product gaps may exist or how to differentiate Scotiabank in the market
Leading market research studies to inform of new products and enhancements
Preparing business cases for Executive approval
Lead market research studies to identify product development and enhancement opportunities by maintaining lines of communication with the field and related product groups, vendors, alliance partners and customers about product needs, competitive opportunities and trends. Trends include dashboard reporting and analytics on the ABM channel relative to other channels
Oversee the execution of product plans for existing products by
Reviewing/analyzing performance of existing product line to ensure performance is meeting expectations
Ensuring up to date information is provided to field staff and users through sales aids, brochures, manuals and documentation and/or information seminars
Providing product knowledge and technical support to Communications, and Performance & Training departments for preparation of training courses and materials
Implement new initiatives ensuring that they are successfully undertaken to maximize customer experience and profit potential. Also working with project management team to ensure new products/enhancements are delivered on time and within budget
Collaborate and partner with other departments acting as a business lead for the ABM channel
For all product and enhancements
Oversee development and design requirements (includes both Agile and Waterfall development methodologies)
Develop branch and customer communication as well as branch training
Work with marketing team to develop and approval supporting physical and digital marketing material
Manage and develop staff to achieve product goals and objectives
Working knowledge of the
ABM channel including the systems,operations supporting the ABMs and the competitive ABM market
Business requirements, technical applications, changes in federal/provincial/network regulations, industry trends, competitor activities in product development
How all bank channels and relevant products integrate with the ABM channel
Strong communication and interpersonal skills to represent the Bank to payment associations and external vendors including, Tangerine, International Banking, Interac, Visa, ATM Industry Association, and Alliances
The ability to co-ordinate, prioritize and manage a large number of high priority items concurrently

Customer Experience Strategy Manager Resume Examples & Samples

Identify opportunities to repair, enhance and innovate experiences central to delivering upon CarMax’s brand vision
Analyze and prioritize customer segments, journeys and opportunity areas for optimization and innovation based on quantitative and qualitative data
Leverage a strong understanding of consumer trends, technology trends, competitive experiences and retail best-in-class experiences to shape strategy
Develop business cases and compelling research artifacts to influence prioritization of critical opportunities
Provide strategic guidance across projects, including consideration of the overarching customer experience
Create a consistent and shared understanding of our customers
Lead the development of customer research, personas and journey maps to highlight pain points and opportunities
Define consistent customer experience measurement practices to understand the current state
Develop training and communications to increase awareness and knowledge
Provide regular updates on performance to sr. leadership in a variety of settings
Build an organizational competence to execute upon and manage the CarMax experience in a proactive and disciplined way
Create hiring practices, incentives and rituals that promote a customer-focused culture
Establish practices to manage associates to deliver upon customer experience standards
Continuously seek out and share the latest customer experience best practices
Stay abreast of emerging consumer trends and best-in-class customer experiences, external and internal
Bring insights and learning opportunities into the marketing and store teams to aid in associate development
Comprehensive understanding of the customer experience ecosystem and how digital and analog experiences work together. Understanding of the role that brand and experience play in marketing strategy
Familiarity with consumer insight and marketing research methodologies, with the ability to apply quantitative and qualitative approaches to understanding our customer and internalize strategic implications
Organizational, planning and project management skills and ability to effectively manage cross-functional projects
Detail-oriented and comfortable with a fast-paced, structured, retail environment
Strategic, cross-functional thinker able to gather buy-in from leadership for ideas and projects
5+ years of relevant work experience in a related field (e.g., customer experience strategy, consumer insights, business or brand strategy)
Four-year undergraduate degree with exceptional academic performance
MBA not required, but preferred
Internal candidates should have successfully completed Sr. MAP
Exceptional verbal, written, and listening skills are needed to (a) effectively lead cross functional teams, (b) listen and understand conflicting points of view on complex matters, (c) navigate through potential contentious situations that periodically occur in cross-functional and change-driving initiatives, and (d) communicate complex ideas, business cases and rationale
Strong math, analytical and reasoning skills are required

Manager, Consumer Experience Design Strategy Resume Examples & Samples

Minimum 5 years of related experience with at least 3 years in holistic Consumer Experience and Service design
Experience with lean start-up methodologies and business model prototyping strongly preferred
Bachelors or Master’s degree in Design preferred (UCD, Design Planning, HCI, Graphic Design)
Fluency with visualization tools like Sketch, Photoshop, Illustrator, InDesign, etc. or tools with similar depth
Start-up environment experience (preferred)
Consumer Experience Design - Hands-on experience designing holistic, omni-channel consumer and service delivery ecosystems end to end. Robust experience in taking a project, idea, or business from insight to launch
Design for Digital- Strong skills in the design and creation of products and experiences for digital and technology ecosystems
Strategic Mindset and Toolset- Provide incisive analysis and point of view to reconcile design, people and business goals. Demonstrated experience in framing and guiding projects towards realizable impact. Ability to think in terms of portfolios, platforms and roadmaps
Translate insights to action – Good understanding of user research methods and approaches. Ability to identify nuances within insights and translate them into ideas and recommendations for the extended team. Framework complex relationships and ideas into intuitive and actionable communication for both internal and external teams
Fast Paced Innovator –Can rapidly prototype concepts, behaviors and service systems. Comfort in using multiple mediums and levels of interactivity (physical, digital, low and hi-fidelity, tangible and conceptual). Translate insight and strategy into concept prototypes and communicate the vision through artifacts. Creative use of technology and alternative approaches. Enthusiasm to learn new technologies, and ability to do so quickly, on the job
Consulting and Mentoring – Ability to teach experience and human-centered design techniques to teach teams and partners to improve their every-day processes
Influence and Relationship Building – Ability to nurture productive, reciprocal partnerships to influence change. Demonstrated ability to influence corporate strategy, Consumer Experience strategy and build trusting relationships with Plan partners. Excellent inter-personal skills with a strong ability to excel in a collaborative environment
Consumer Obsessed – Ability to build consumer empathy in business partners and emotionally connect to the lives and realities of the people we serve. Advocating for our consumers at all times. Experience in designing and conducting Consumer Experience Immersions
Approachable, Kind and Considerate Working Style - Care about the well-being of your partners, team members, and leaders. Seek the good in people first and help move projects along gracefully
Storytelling and Concept Selling- Strength in storytelling to influence business partners. Create energy around an idea or an initiative. Ability to visualize concepts in a clear, concise, and compelling visual ways to obtain buy-in and/or funding
Great taste in design- Sophisticated taste in design. Aware of the bleeding edge of design trends and care about the quality of design in everything around you

Manager, Customer Experience Strategy Resume Examples & Samples

Build strong and ongoing relationships with senior executives, assisting them as an advisor on managing their CEX agendas
Professional experience working in CEX/CX/VOC/NPS strategy is a plus
Successful at influencing key business leaders in the organization
Strong organizational capabilities

Customer Experience Strategy Manager Resume Examples & Samples

Create actionable insights and understanding, through the analysis of both quantitative and qualitative data, building recommendations that directly address business objectives
Leverage a process oriented approach to identify key customer pain points, isolate the root cause, quantify operational impacts and propose solutions
Consolidate multiple data sets and insights to provide executive level presentations that will help drive an actionable CX Strategy
Conduct cost/benefit analysis of key CX initiatives to inform the overall CX strategy
Analyze data across divisions, regions, and channels to identify trends and draw insights
Track and measure the impact of CX efforts on NPS
Prepares, analyzes, and manages operation through statistical analysis of activity

Manager, Human Experience Strategy Resume Examples & Samples

This role requires someone to be able to turn consumer, category and media data into actionable meaning for communication and media planners
Ideal candidate can seamlessly pivot between the strategic vision and the practical usage of data and research in getting to insights
The right candidate would possess strengths in strategic and critical thinking while exuding passion for consumers, media and the client brand; this person not be afraid to roll up the sleeves and dig in—this team favors an all-hands-on-deck mentality
Must have insightful fact based story telling skills based on using a mix of qualitative and quantitative data
Output must be easily understood as written and able to communicate powerfully to a range of communication styles (visual, numerical, emotional, creative, analytical, critical)
Must understand and be able to fluently use the fundamentals of consumer, category, and media research to build compelling consumer profiles, consumer journeys and “join the dots” for the myriad of data resources (DMP, analytics, qualitative, quantitative, brand health tracking, media behavior) that are used on the account. Their work will generate and convey insights that are compelling for media activation
This person must be a highly skilled communicator and collaborative by nature with an eye for detail

Customer Experience Manager Retail Strategy Resume Examples & Samples

End-to-End ownership of Frontline impacting programs within core scope area. Accountable for completion of all pre-launch project delivery, launch planning, support during launch, and follow up actions post launch for the major business initiatives they own
Presents executive summaries to senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to Sales Frontline and Sales Leaders
Leads and owns all executio8iujn trade-off decisions. Ensures that cross functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated, and solutions are properly selected
Leads cross functional teams ensuring that clear understanding of the key customer and Frontline experience issues exists, and that the solutions being implemented by active projects are aligned to the key drivers of the customer experience
Fosters relationships to provide awareness of channel and customer needs with key organizations outside of the Sales channels including but not limited to: Customer Care, Marketing, Product Development, PMO, Knowledge Management, Corp Communications, Finance, IT, Digital
Serves in a consulting or subject matter expert capacity on enterprise-wide project teams to ensure efforts accomplish project activities and objectives, in line with Retail agendas
Leads cross functional sub teams on technical solutions needed from systems design
Solves complex, multi-faceted problems facing day-to-day operations; delivers simplified solutions that allow sales and service excellence in Retail
Defines support model for the Sales and Care channels to include: administration, maintenance, compliance, and technical support of the product or service
Proactively identifies potential issues as a departmental expert and collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency
Produces high-quality project documentation
Documents lessons learned and ability to apply to subsequent projects
3–5 years of wireless experience; previous experience working within or supporting Retail or Care channels
Experience in process design/management including proven success in process design, optimization, analysis and documentation
3 years project or program management
Industry knowledge of customer satisfaction drivers; strong understanding of policy/process impact to Frontline employee & customer satisfaction
Previous experience with cross-functional program/project management or team management
Proficient in MS Office - specifically Excel, Word, Power Point, Visio

Program Manager, Customer Experience Strategy Resume Examples & Samples

Collect consumer experience data on a continuous basis, using established SOPs
Propose enhancements to our processes and methodology to improve data quality and drive down costs
Work in close collaboration with other members of the worldwide team
BA/BS in Business, Operations, Finance, Engineering, Computer Science, Mathematics or equivalent
Minimum 5 years of experience or master’s degree and 3 years of experience, or an equivalent combination of education and experience
Strong oral and written English language communication skills
Proficient user of MS Office products (word, excel, etc.)
Strong organizational skills and self-motivated

Progam Manager, Customer Experience Strategy Resume Examples & Samples

Clear understanding of how to compare and collect consumer experience data across industry
Aware of various research and exploratory research techniques to collect data
Analyze and report data to be shared with senior leadership
Partner with business leaders across the company in developing programs and communicating/following-up on actionable findings
Work cross functionally with peers/colleagues
Propose enhancements to our processes, website and app experience
Bachelor’s degree in Business, Operations, Finance, Engineering, Computer Science, Mathematics or equivalent
2+ years of relevant work experience in e-commerce
Experience in an international work environment in areas such as management consulting, internet, technology, retail, consumer goods or research firms
Strong quantitative and qualitative analytical skills, excellent attention to detail and good business judgment
Proven history of having worked across cross-functional teams and functions
Strong communication skills (including experience reviewing results with senior management and working in a global team setting)
Advanced degree (e.g. MBA) is preferred
Diverse work experience/background
Prior work ex in user experience is preferred
Self-starter, possess flexibility to work in a fast-changing environment and ambiguous situations
A passion for customer experience combined with business curiosity and a strategic viewpoint

Client Experience Strategy Manager Resume Examples & Samples

Lead large cross-functional strategic projects
Provide business perspective and represent the needs of the CX organization in cross-functional company projects that are led by other areas
Lead discovery (define goals, draft test and drive execution) on a prioritized list of wide-ranging initiatives to create clear business objectives and success metrics for implementation
Champion prioritized investment in initiatives based on business case development and proof of concept
Support and conduct analysis related to operational and financial performance
Potentially manage a team of 1 to 3 analysts

Manager, Customer Experience Strategy Resume Examples & Samples

A minimum of four (4) years of experience in research-related or business analytic work in leading Consumer Packaged Goods, Retail or Hospitality companies
Must have experience using Microsoft Office suite products (Excel, PowerPoint, Word)
A minimum of eight (8) years of experience in research-related or business analytic work in leading Consumer Packaged Goods, Retail or Hospitality companies

Patient Experience Strategy Manager Resume Examples & Samples

Leverage hypotheses-based approach to identify, validate and quantify opportunities
Pose the right questions and structure analytical frameworks to address the overarching questions
Set analytical direction and manages findings in order to set strategic direction
Create cohesive presentation based on findings, including summarizing insights from analysis, identifying next steps, and developing implementation plans
Present data to and works closely with a variety of stakeholders including senior-level operators and teammates in the clinics
Engage as a collaborative partner in strategy meetings
Manage a breadth of projects from creation and pilot through implementation
Work closely with teammates in the clinics and develops long-standing relationships with operators and clinicians
A "community first, company second" culture based on Core Values that matter
Minimum of five (5) years’ experience in management consulting, healthcare strategy, or new product development
Experience managing personnel
Analytical skills: Strong quantitative background; ability to support the creation of financial and operational models
Problem solving skills: Ability to structure ambiguous problems, think creatively, generate and test hypotheses
Presentation/communications: Comfort synthesizing information for and leading discussion with C level executives
Management skills: Ability to lead multiple projects simultaneously; Ability to direct and guide junior analysts
Desire to be part of a fun, yet hard-working team

Manager, Customer Experience Strategy Resume Examples & Samples

Collaborate across Customer Advocacy to ensure USCM CX Strategy is applied consistently
Develop reporting to apprise senior leadership of the team’s progress and impact
Strong communication skills and the ability to work in a highly collaborative environment
Very strong structured problem solving ability, including creative solutions
A passion for customer experience
Comfortable working in a dynamic, fast-paced environment
Ability to think broadly and be strategically bold
Demonstrated experience leading through influence

Senior Manager, Experience Strategy Resume Examples & Samples

· Cultivate and grow client business; drive thought leadership and be the champion for customer insights and strategy with clients and internal teams
Articulate and frame a client’s business problem and the business value of recommendations, initiatives, solutions and/or phases of a strategic roadmap
Leverage a breadth of experience in business strategy, customer insight, market insight, product and/or service design and technology into actionable experience strategy and execution that will delight and serve customers
Participate in developing new business, identify organic growth opportunities within projects and existing client relationships
Synthesize information quickly, and apply this deftly through a combination of wisdom, foresight, and experience
Adaptability to lead strategic engagements that involve shaping a customer experience strategy through the deep analysis and understanding of generative research as well as ‘lean’ or hypothesis led approaches that use the principles of design thinking to build strategies through continuous prototyping and refinement of a value proposition
Manage key tracks of work (including other individuals) in accordance with established budget, work plans and quality standards while demonstrating measurable value and ROI and satisfaction for the client
Contribute to thought leadership internally in the form of practice development with the global Experience Strategy discipline; participate in the development and ongoing improvement of offerings such as Digital Product Innovation, Service design through industry presentations and publishing