Customer Experience Project and Technology Manager

Purpose of the role

The Customer Experience Project and Technology Manager is responsible for leading projects aimed at improving the customer experience across various touchpoints within the company. This role requires the management and delivery of multiple initiatives, including the adoption of new technologies, to enhance overall customer satisfaction and streamline internal processes. The manager will work closely with cross-functional teams to ensure the successful implementation of these projects. 

Responsibilities

Project Management 

• Lead and manage customer experience improvement projects from planning to execution. 
• Coordinate with internal teams and external stakeholders to ensure projects are completed on time and within budget. 
• Identify opportunities for enhancing the customer journey through technology and process improvements. 

Technology Implementation 

• Oversee the adoption of new technologies to enhance customer service and streamline workflows. 
• Collaborate with IT and other technical teams to ensure the successful deployment of customer experience tools. 

Customer Journey Enhancement 

• Analyze customer feedback and data to identify pain points and areas for improvement. 
• Develop strategies to address customer needs and ensure a seamless experience across all channels. 

Cross-functional Collaboration 

• Work closely with marketing, IT, operations, and other departments to align customer experience initiatives with overall business goals. 
• Facilitate communication between teams to ensure alignment and effective project execution. 

Reporting and Analysis 

• Monitor project progress and provide regular updates to senior management. 
• Analyze the impact of implemented initiatives on customer satisfaction and report findings. 

Experience

• 3-5+ years of overall experience, 2+ in project management, preferably in customer experience or technology-driven roles. 
• Proven track record of managing multiple projects simultaneously and delivering results. 

Hard skills

• Strong understanding of customer experiences principles and technology solutions. 
• Proficiency in project management tools and software. 

Education

Bachelor’s or Master’s degree 

Language

Fluent English (both written and spoken)   

Skills and competencies

• Strong analytical skills 
• Strong organizational skills 
• Ability to work independently or as part of a team 
• Ability to work under time pressure 
• Willingness to travel occasionally