Customer Experience Manager

Summary

Join NICE, a global leader in customer experience solutions, as a Customer Experience Manager. In this role, you will organize, structure, and deliver major corporate initiatives within specified timeframes. You will collaborate with multiple departments, translating business requirements into technical specifications for development resources. Key responsibilities include tracking project measurements, analyzing delivery metrics, and ensuring team focus on delivering results. You will also help NICE deliver quality services by implementing best practices and identifying potential problem areas. This position requires close collaboration with Senior Business Analysts, Project Managers, and Senior Management to support large company initiatives. The role offers a hybrid work model (NICE-FLEX) with flexibility between office and remote work.

Requirements

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

Responsibilities

• Support, develop, and organize required delivery elements, via requirement documentation, process flows, user stories, as well as identifying capital and resource requirements for small and medium IT projects
• Creating cost/benefit analyses in support of corporate projects, while providing methods for management to assess the financial impact of a decision to the bottom line
• Work with business units to define and document project scope, requirements, timelines, and expectations and to report potential conflicts with other units to management for evaluation
• 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 and operating levels
• Work as a business analyst to identify key functional elements and requirements, as well as developing processes and procedures for reporting to management the results of implemented projects for evaluation
• Work as a key interface point for business stakeholders, project submitters, and the development team to identify, discuss, and resolve any issues related to functional system delivery
• Communicate project status to stake holders and executives
• Create Visio and network diagrams

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week