Program Manager, Client Experience

Summary

Join Lumin Digital as a Program Manager, Client Experience (CX) and play a pivotal role in enhancing client satisfaction, retention, and revenue growth. You will analyze key performance indicators (KPIs), support strategic client initiatives, and build strong client relationships. This position involves collaborating with internal and external teams, identifying sales opportunities, and providing data-driven insights to senior leadership. The role requires strong analytical and communication skills, experience in digital banking or a related field, and the ability to manage multiple projects effectively. Growth opportunities are outlined for 30, 90, and 365 days, leading to increased responsibility and impact on client success.

Requirements

• 8-10+ years of progressive experience in digital banking, financial services, business analysis, or client experience management in lieu of a degree
• Strong business acumen related to digital banking and client relationship management
• Excellent analytical skills with the ability to translate data into actionable insights
• Strong communication and presentation skills, capable of engaging stakeholders at all levels
• Ability to manage multiple projects, prioritize tasks effectively, and work independently in a fast-paced environment
• Proficiency in tools for reporting and data analysis; experience with CRM and customer experience tools is a plus
• A proactive approach to problem-solving, with the ability to navigate client feedback and address challenges strategically

Responsibilities

• Analyze industry and client data to generate key performance metrics, reinforcing Lumin’s value proposition and informing strategic decisions
• Manage internal and external KPI functions, ensuring accurate reporting and analysis for both client and company performance
• Identify sales opportunities within existing clients by analyzing buying patterns, coordinating group sales demos, and aligning sales efforts with Lumin’s product roadmap
• Maintain and enhance client satisfaction tracking through structured documentation, including the Client Health Scorecard and “Stay Green” program
• Act as a central point of contact for various internal teams, improving operational efficiency and client communication
• Collaborate with internal teams to develop and refine client engagement strategies, ensuring a consistent and effective approach to CX
• Attend Client Sprint Demos, User Groups, and Focus Groups to gather and document client feedback and sentiment
• Assist in the creation and maintenance of the CX opportunity calendar, tracking key initiatives and events
• Align with Product teams to ensure CX teams are trained on new features and product updates, and arrange client demos as needed
• Provide insights and reporting to senior leadership, ensuring data-driven decision-making regarding client experience initiatives
• Perform other duties as assigned

Preferred Qualifications

Bachelor’s degree in Business, Finance, Marketing, or a related field

Benefits

• $140,000 - $160,000 a year
• Less than 25% - Up to 65 work days of travel per year for a full time employee