Customer Experience Product Manager

New York, New York
Job Terms:
Posted By:
Courtney Schaefer

Job Description:

General Description
Aquent's client, located in union square in New York, is seeking a flexible, intelligent candidate who can learn quickly, plan and execute by themselves with little oversight, and who can think strategically and anticipate problems and how to avoid them. 

For 6-12 months (likely longer), this person would be a part of the Journey Mapping Outage team contribute to some of the projects by owning/ensuring outcomes, managing timelines, following up with stakeholders, and documenting process.

*This position will be virtual for the forseeable future, but candidates must be located nearby to NYC.

PM/Utility Player –
This Customer Experience Strategist/Project Manager position is for a journey mapping team supporting the journey architect with pushing initiatives forward, documenting progress and process, and doing whatever is needed to contribute to the team effort.
General Activities:

  • Participate in Agile ceremonies: stand up, sprint planning, backlog grooming, etc
  • Support the Journey Lead by reviewing and analyzing operational and customer data associated with the assigned journey
  • Make recommendations for customer experience improvements using Design Thinking methodology
  • Support the Journey Lead with the design and execution of recommended and inflight cx improvements
  • Identify metrics and ways to measure the success of executed improvements
  • Support the facilitation of journey mapping workshops, Subject Matter Expert insight meetings, and socialization sessions

Desired skills and behaviors:

  • Adapts quickly to new processes
  • Self manages
  • Learns on the job and from others
  • Coordinates work to achieve mutual outcomes
  • Problem solves through data analysis
  • Proposes solutions leading to action
  • Supports peers
  • Asks for feedback
  • Openly communicates challenges
  • Advocates digital ways of working