Experience Mgt-Sr Mgr

What youll be doing...

As an Experience Management Senior Manager on the Journey/Strategy team, you will be tasked with building the future state of account experience for our organization. You will be working on a team tasked with identifying journeys that negatively impact the customer experience, prioritizing delivery based on size and scope, and facilitating decisions in an intensive cross channel environment. Your role will be to build the strategy for the accounts experience and deciding the impact for digital and/or assisted channels. Your responsibilities include:

• Collaborating across channels to build a strong strategy within Accounts Experience Management.
• Assisting in building the future roadmap for account experience by consuming CMI and market analysis report.
• Opportunity sizing, create vision, conceptualize based on opportunities and gaps identified, validate with design, legal teams etc.
• Prioritizing the roadmap and execution plan.
• Guiding and working with delivery and execution of the strategy.
• Working closely with leadership on strategic bodies of work on a weekly basis to uncover and solve problems within the organization.
• Leveraging current state activity blue prints to help Identify process gaps and make recommendations for improvements.
• Spearheading and delivering complex reports & scorecards to track and evaluate the effectiveness and efficiency of CX processes in driving organizational priorities.

Where you'll be working...
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What were looking for...

Youll need to have:

• Bachelors degree or six or more years of work experience.
• Six or more years of relevant work experience.
• Experience leading a team.
• General interest & curiosity in the CX Strategy and account experience space
• Knowledge of platforms and ecosystems and/or automation.
• Data Driven Decision Making Capabilities
• Excellent communication skills, both written and verbal
• Experience in journey mapping, design thinking, and service design.
• Experience in the telecom industry, e-commerce, or customer experience domains

Even better if you have one or more of the following:

• Operational or Business Intelligence experience.
• Agile certification and/or experience working in an Agile environment.
• Experience with project management.
• Experience with SQL.
• Knowledge of industry wide best practices when it comes to customer experience.
• Ability to give constructive criticism and challenge co-workers to think at their best.
• Data Driven Decision Making Capabilities