Role Summary:
This role will primarily focus on the project management of Customer and Employee Experience priorities and projects. The Project Manager, Experience Team will be responsible for partnering with CX and EX Research, CX and EX Design, UX teams and multiple partners throughout the organization to deliver projects that answer complex problems and create the desired experiences based on customer and employee needs and pain points. Once the experience is defined, this individual will be responsible for building an operational roadmap with key stakeholders that will be turned over to the business to execute. This role will not be designing the experiences but rather leading teams utilizing project leadership and project planning techniques to deliver against expectations.
This individual must have the ability to lead cross-functionally, think critically, problem solve, influence without authority, and work in an ambiguous environment with little work direction. Ideally, the individual would have a high degree of knowledge of the different functions within the organization, have well established relationships, and approach work highly collaboratively. The Project Manager, Customer Experience will create and lead all aspects of project planning end to end including the business canvas, key milestones & deliverables, communication with the project teams and leadership, resource planning, manage risks/assumptions/issues/dependencies, create measurement plans, etc. Preferably, this individual will have worked with design and research teams previously and with human centered designed methodologies.
Key Responsibilities:
1. Project Management
- Establishes clear stakeholder maps and governance for projects
- Creates project structure, meeting rhythms, tools, etc.
- Develops clear and detailed plans for delivery and ensures execution
- Oversees the development of project scope
- Tracks key project deliverables and dependencies against agreed-upon milestone plans
- Organize the program artifacts and ensure all documentation is published as agreed-to by the team, and also ensure the artifacts are being used and reference diligently in team meetings
- Facilitates clear and consistent communication across the project team, and leadership when needed
- Builds an operational roadmap to ensure project execution
- Creates on-going touchpoints during operational execution to measure progress and success
2. Leadership/Strategy
- Partners with leadership to understand business challenges, project goals, and success metrics
- Manages goals, objectives, and expectations of projects across cross functional teams
- Prepares materials for leadership discussions and decision making.
- Provide status, updates, risk mitigation and decisions needed to stakeholders, sponsors, governance boards, etc.
3. Relationship Building
- Cultivates and maintains partnerships and relationships with project sponsors, business & project leadership, project team members and third-party key contacts
Experience:
- 5 years of project management experience
- Broad portfolio management experience; managing multiple projects simultaneously or a large program with multiple work streams
- The skills to translate strategy into tactics by developing a step-by-step plan with well-defined tasks and holding team members accountable to deliverables and timelines
- Excellent problem-solving skills and abilities to think quickly and modify approach on the fly to quickly resolve points of contention
- Advanced interpersonal skills and building solid and trusted working relationships horizontally across the enterprise
- Experience and proficiency utilizing project planning and communication tools such as MS Project, Excel, and PowerPoint
Preferred Experience:
- Previous experience with creative, EX or CX experience design and research teams
- Previous experience in Sharepoint, Airtable, MS Teams, Trello, Wiki.
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