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Customer Experience Program Manager

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Our large consulting client is looking for a Digital Program Manager for a long term assignment in Washington, DC.  As part of the Customer Experience Program, the Sales Distribution and Customer Service department is 
undertaking several significant initiatives related to the areas of customer experience design, customer 
experience development, and digital and agent platform development.
The client is in need of a resource that will allow the 
Customer Experience team to support the design, education, implementation and management of the 
initiatives across multiple touch points and diverse organizations. 


As part of the evolution of the Experience Design effort,  the goal of the Digital Program Manager
role is to support the creation of an experience design framework that will provide the foundational tools for 
clients' portfolio teams to guide the evolution of the clients' customer experience. The Program
Manager will be expected to demonstrate experience managing digital marketing design and tools, 
familiarity with other product development concepts, practices and procedures while creating supporting the 
development of exceptional experience design flows, lead collaboration sessions and maintain adherence to 
brand strategy as he/she endeavors to build excitement surrounding the development of new products and 
innovations in customer experience for client.


Size of the Team to be Varies depending on the stage of the project 
Managed 
 Design and facilitate the development of experience flows which align to product 
Description (Breakdown roadmaps, brand promise, and strategic priorities 
of Daily Activities) - Through the use of industry design tools to include interactive flows, journey maps, 
wireframes, html prototypes, digital and physical usability testing modules, physical 
prototypes as part of a customer room, Information Architecture (IA) integration, and 
A/B testing 
- Develop mechanisms for the collaborative evaluation of new products/services or 
customer insights 
- Aligns focus of stakeholders towards a unified experience that serves clients' customer 
needs by supporting the translation of experience flows into user stories 
- Supports the experience lifecycle from conception to release, iteration and 
maintenance, driving the right product portfolio for the experience and collaborating on 
roadmap prioritization to ensure products are delivered with the right experience design 
standards and expectations 
- Accountable to partner with Product, Analytics and Organizational Change Management 
(OCM) teams to evaluate financial, regulatory, and operational risks related to the 
proposed experience, prioritizing the closure of any gaps or communicating any findings. 
- Mentors other Portfolio Owners in delivering towards clients'  customer experience 
strategy 
- Through the use of visual storytelling, outstanding writing, editing and proofreading 
skills – able to write “sticky” copy for e-communications to develop Awareness, 
Education, and Multi-media assets to promote Design Thinking and Human Centered 
Design across the enterprise and within product flows. 
- Produce Qualitative Analytics associated with a defined Customer Experience (CX) Index 
to facilitate data driven decision-making and strategy 
- Work across marketing teams to ensure proposed products and services meet the intent 
of the Corporate Strategy, CX Strategy and Brand Promise 
Years / Level of - Bachelor's degree in Interactive Design, Human Centered Design, UX Design and/or 
Experience (Junior / Product Management, Brand Strategy/Marketing 
Mid / Senior) - 5 years of work experience in a business function beyond the minimum requirement 
may be substituted in lieu of a degree 
Or 
- Master’s Degree in Interactive Design, Human Centered Design, UX Design and/or 
Product Management, Brand Strategy/Marketing 
- 3 years’ experience in Interactive Design, Human Centered Design, UX Design and/or 
Product Management, Brand Strategy, OR 7+ year’s relevant industry experience. 
Technologies That Candidate Will Use: 
Candidate Will be - Highly skilled/Expert experience working with Adobe Creative Cloud within the product 
Working With development lifecycle (Windows or Mac) to and strong project management skills 
- Working knowledge of Adobe Marketing Cloud and web-analytics platforms 
- Microsoft Office Suite 
- Microsoft Project / Enterprise Project Management (EPM) 
- Visio 
Description of Technical Must Have Skills 
Skills - Prior experience managing multiple projects with simultaneous deadlines associated 
with digital experience and UX designs 
- Prior experience in automating manual processes 
- Process engineering and/or agile experience 
- Demonstrated ability to drive results through Agile team leadership, product ownership, 
process engineering, or similar experiences 
- Experience driving product or feature innovation with design-led thinking, preferably 
with digital, mobile, virtual or Ai 
Description of Softer - At least 4 years’ experience leveraging data to make business decisions through web 
Skills and qualitative analytics 
- Ability to learn technical systems and in-house tools while promoting design thinking 
principles 
- Focus on strategic value delivery for customers and employees 
- Ability to effectively motivate and develop others, and build a strong community of 
design thinkers, empowering product teams to make decisions and execute work 
- Analytical mindset and dedication to using data to drive decision-making 
- Passion for continuous improvement 
- Exceptional written/verbal communication and presentation skills for a variety of 
audiences: executives, businesspeople, developers, and process engineers to gain 
content needs/approvals 
- Strong leadership and mentorship skills to assist other Product Owners in delivering 
exceptional experiences for clients customers 
Certifications Preferred PMP and PgMP 
Travel 10% Travel 

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