Title: Senior Experience Manager
Location: Miami, FL (Hybrid)
Duration: 2.5 Years
- Planning & Execution :Lead strategy development and execution during technology stack migration impacting customer experience. Develop and implement a roadmap aligned with business goals and customer expectations.
- Mitigate customer experience risks during migration.
- Research & Analysis: Conduct customer research to understand pain points and expectations. Analyze customer journeys to identify improvement opportunities. Benchmark against industry best practices.
- Stakeholder Engagement : Facilitate stakeholder interviews to gather insights and align on objectives. Collaborate with cross-functional teams to represent customer needs. Communicate product/experience strategies and outcomes.
- Road mapping & Phasing: Develop a phased migration plan to minimize disruption. Define key milestones, deliverables, and timelines. Integrate user feedback into the roadmap.
- Business & Technical Requirements: Gather and document business and technical requirements impacting customer experience. Translate customer insights into use cases. Ensure technical solutions align with customer needs. Continuous Improvement Monitor user feedback and metrics, making data-driven adjustments. Conduct post-migration reviews to identify lessons learned. Stay informed about industry trends and technologies.
What We're Looking For Experience
- 5-10 years in customer experience or product management.
- Proven track record of managing customer experience initiatives.
- Skills & Competencies Strong analytical and project management skills.
- Excellent communication and stakeholder management skills.
- Deep understanding of customer journey mapping and UX design.
- Technical acumen and experience with relevant technologies (AEM, PEGA, etc.). Experience with Agile/Scrum and common work tools.
- Experience collaborating with external vendors.