Project Manager, Customer Experience Design

Summary

Join Sand Cherry Associates as a leadership role to manage a team dedicated to mapping customer journey arcs, capturing personas, and redesigning the client's customer engagement model for optimal customer experience.

Requirements

• Minimum of 8 years of experience in consulting and/or program management with demonstrated success in customer experience design including operational improvements
• Minimum 5 years of experience utilizing process improvement/mapping methodologies
• Experience in establishing and/or managing a program management function
• Excellent oral and written communications skills working with a range of stakeholders including the ability to influence, strategize and negotiate
• Ability to think analytically and process information quickly, presenting it in a succinct and insightful format suitable for executives
• Experience working within, or supporting a customer operations organization with strong cross-functional partnering required
• Strong analytical and documentation skills; prior experience with process mapping and KPI tracking
• Excellent PowerPoint and Excel skills
• Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools
• Prior experience with change management methodologies
• Bachelor’s degree or commensurate experience in Business, Communications, Engineering, Finance or equivalent experience
• MBA strongly preferred
• PMP certification or equivalent project management course work is preferred

Responsibilities

• Map customer journey arcs, develop customer personas, conduct market research to capture customer perceptions
• Establish customer experience process improvement program and project management practices, tools and templates customized for client’s environment
• Establish program management reporting and/or dashboards to drive awareness and accountability
• Lead communications and stakeholder efforts to drive buy-in to improvement program, and program management practices across the company
• Mentor client and consulting team members in best practices with a focus on strong project management and process improvement practices
• Participate with leadership in crafting customer experience improvement roadmap
• For specific improvement projects, ensure projects are structured and managed successfully to drive immediate, short- and longer-term improvements
• Ensure project management artifacts are completed per program templates, with consistent high quality
• Complete process maps, and associated KPI analysis for improvement initiatives
• Establish risk management, escalation paths, and take corrective measurements
• Facilitate and lead project meetings and manage stakeholders’ communication
• Coordinate, manage and monitor the workflow of cross-functional teams
• Function as owner of key program initiatives, manage cross-functional resources, ensuring on-time delivery, meeting of budgetary demands, and achievement of business goal
• Consistently exercise informed judgment and discretion in matters of significance

Benefits

Remote work