Lead Customer Experience Manager, CX

So, what’s the role all about? 

The primary purpose of the Lead Customer Experience Manager is to ensure that major corporate initiatives are organized, structured, defined, and delivered within specified time frames. The position requires interfacing with multiple departments, creating, and/or translating business requirements into the technical specifications necessary for the development resources to scope and deliver for any system or functional delivery. This position plays a key role in organization, tracking, and reporting defined project measurements and to analyze delivery and process metrics. The end result is keeping team members focused and on track to deliver results as specified by senior management. 

In this role, the candidate will help NiCE deliver quality services by implementing best practices and by spotting potential problem areas and helping the teams resolve them. The candidate must have a deep understanding of customer touchpoints before, during, and after interaction with a product, service, or brand. The role will work closely with the Senior Business Analysts, Project Managers, and Senior Management to assist and support large company initiatives as needed. 

How will you make an impact? 

• Support, develop, and organize required delivery elements, via requirement documentation, process flows, user stories, as well as identifying capital and resource requirements for small and medium IT projects. 

• Creating cost/benefit analyses in support of corporate projects, while providing methods for management to assess the financial impact of a decision to the bottom line. 

• Create customer journey maps that identify customer touchpoints before, during, and after interactions.  

• Work with business units to define and document project scope, requirements, timelines, and expectations and to report potential conflicts with other units to management for evaluation. 

• Identify project priority conflicts and report any issues affecting overall project delivery. 

• Create as-is process maps and identify process improvements. 

• Drive process automation and simplification projects 

• Determine reasonable performance metrics, service levels and operating levels. 

• Work as a business analyst to identify key functional elements and requirements, as well as developing processes and procedures for reporting to management the results of implemented projects for evaluation. 

• Work as a key interface point for business stakeholders, project submitters, and the development team to identify, discuss, and resolve any issues related to functional system delivery. 

• Communicate project status to stake holders and executives. 

• Create Visio and network diagrams. 

Have you got what it takes? 

• Bachelor’s or master’s degree in business management, Information Systems a similar field, or equivalent work experience required. 

• 3+ years of experience in business analysis and/or project management. 

• 1+ years in Customer Experiential Design. 

• Excellent customer service and people skills. 

• Experience using MS Project, and Visio. 

• Data analysis and interpretation. 

• Excellent problem-solving skills. 

• Excellent strategic foresight. 

• Ability to meet deadlines. 

• Effectively communicate and have interpersonal skills. 

• Ability to manage multiple projects at one time. 

• Ability to work with and to interpret technical information to non-technical individuals​.