Lead Customer Experience Manager, CX

Summary

Join NiCE, a leading software company, as a Lead Customer Experience Manager and ensure major corporate initiatives are organized and delivered on time. You will interface with multiple departments, translating business requirements into technical specifications for development. This key role involves organizing, tracking, and reporting project measurements, analyzing delivery metrics, and keeping team members focused. You will implement best practices, identify problem areas, and work closely with various teams to deliver quality services. The position requires a deep understanding of customer touchpoints and strong analytical and communication skills. You will contribute to NiCE's success by supporting large company initiatives and driving process improvements.

Requirements

• Bachelor’s or master’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
• 1+ years in Customer Experiential Design
• Excellent customer service and people skills
• Experience using MS Project, and Visio
• Data analysis and interpretation
• Excellent problem-solving skills
• Excellent strategic foresight
• 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
• Create customer journey maps that identify customer touchpoints before, during, and after interactions
• 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