Customer Journey Operations Lead

1 week ago

New York, New York, United States Experis Full time
Customer Experience Strategist (Journey Operations Lead)

Location: 100% Remote

Pay Rate $64/hr

Job Description


Our client, is committed to delivering exceptional and measurable customer experiences and accelerating the impact and effectiveness of our Customer Experience (CX) organization.

We are seeking a highly skilled and experienced Customer Journey Operations Lead to help establish and scale our journey management capability, focusing on standards, processes and governance.


Responsibilities:

  • In partnership with JM Lead, operationalize Journey Management practice, with clear roadmap and measurable milestones
  • Establish flexible governance model for journey management based on program needs, and optimize from learnings
  • Implement journey management platform (already selected) as hub for organizing and optimizing multilevel journeys
  • Implement and maintain shared taxonomy and language for journeys
  • Support Journey Teams in setting up, managing and optimizing journeys, including integration of data, insights and metrics
  • Manage the flow of information, lessons learned and journey retros across Journey Teams.
  • Regularly check updates of all journeys in platform / repository, mark outdated data and notify journey curators to update
  • Bridge organizational silos to ensure alignment across journey sponsors and curators.
  • Ensure ongoing training of CX team and Journey Sponsors on JM platform and processes
  • Coordinate with 3 rd
party platform software for updates, upskilling, issue resolution and roadmap recommendations.

  • Manage and evolve Journey Management Playbook for CX and external stakeholders, with support from team

Qualifications:

  • Bachelor's degree in marketing, design, or business (preferred)
  • Previous experience in Journey Management and Journey Operations, preferably with one of the leading Journey Management platforms
  • Embodies key mindsets of customerfirst thinking, crossfunctional excellence, curiosity and passion for CX
  • Ability to collaborate and cocreate with people from a variety of disciplines
  • Demonstrated ability to drive measurable impact and outcomes
  • 8+ years of relevant CX or service design experience in healthcare, consumer goods, retail, or pharmaceutical industry
  • Proven ability to effectively manage sophisticated and ambiguous projects, influence stakeholders without authority, and partner with leaders in a fastpaced environment
  • Strong leadership and communication skills, with the ability to engage in business and technical discussions
  • Demonstrated ability to effectively facilitate large workshops focused on service design, customer journey mapping, and ideation
  • Excellent communication skills and the ability to indirectly influence key partners and stakeholders via storytelling


If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity.

We look forward to speaking with you

About ManpowerGroup, Parent Company of:
Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup (

NYSE:
MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win.

We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills.

Our expert family of brands –

Manpower, Experis, Talent Solutions, and Jefferson Wells

–


creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years.

We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.

  • Customer Operations Associate/Lead

    1 week ago

    New York, New York, United States Shiftsmart Inc Full time

    Why ShiftsmartWe're building the Amazon of labor. We're a labor platform pairing end-to-end workforce management technology with a rapidly growing global network of 3M flexible workers (ranked #3 in the App Store) to create scalable labor solutions for the largest companies and government agencies in the world like Walmart, PepsiCo, Google, and Circle K. Our...

  • Summer Journey Teacher

    4 weeks ago

    New York, New York, United States FullBloom Full time

    Summer Journey Teacher New York, NY At Catapult Learning, we provide educational solutions that generate academic achievement and better life outcomes for students. Join Catapult Learning and become a part of a national organization with a Legacy of more than 45 years of student impact. If you became a teacher to help students learn, grow, and shine there's...

  • Summer Journey Teacher

    1 month ago

    New York, New York, United States FullBloom Full time

    Summer Journey Teacher New York, NY At Catapult Learning, we provide educational solutions that generate academic achievement and better life outcomes for students. Join Catapult Learning and become a part of a national organization with a Legacy of more than 45 years of student impact. If you became a teacher to help students learn, grow, and shine there's...

  • Engineering Manager- Client Journey

    1 week ago

    New York, New York, United States Grow Therapy Full time

    What Youll Be Doing: As an Engineering Manager for the Client Journey Team at Grow Therapy, youll help shape the future of client empowerment. Youll help Grow clients with the information, tools, and support they need to establish a deep connection with both their provider and Grow, to unlock lifelong mental health support and drive positive mental health...

  • Head of Customer Success

    1 week ago

    New York, New York, United States Excelsior Search Full time

    Our client is a cutting-edge global capital markets SaaS firm in search of a skilled Head of Customer Success to spearhead their worldwide customer success team.Their groundbreaking solutions empower investment banks and asset managers to optimize their operations and simplify processes.About the Role:This essential position will lead regional: Professional...

  • Customer Experience and Design Manager

    4 weeks ago

    New York, New York, United States MetLife Full time

    Description and RequirementsDescription and Requirements:The Company:MetLife (NYSE: MET), through its subsidiaries and affiliates, is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868,...

  • Customer Experience and Design Manager

    1 month ago

    New York, New York, United States MetLife Full time

    Description and RequirementsDescription and Requirements:The Company:MetLife (NYSE: MET), through its subsidiaries and affiliates, is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868,...

  • Customer Experience

    4 weeks ago

    New York, New York, United States SAP Full time

    We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • Customer Experience

    1 month ago

    New York, New York, United States SAP Full time

    We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...

  • ReStore Operations Lead

    1 week ago

    New York, New York, United States Habitat for Humanity - MidOhio Full time

    Habitat for Humanity - MidOhioReStore Operations Lead / $16.0-$19.0 per hour / Newark, OHJob Description:The ReStore Operations Lead is in charge of assisting the ReStore leadership in overseeing all aspects of a ReStore Operation. This role involves managing the corporate donation procedures, general receiving and backroom areas, and aiding in the markdown...

  • VP of Customer Success

    1 week ago

    New York, New York, United States Confetti LLC Full time

    Confetti is looking for a Head of Customer Success (CS) to join our expanding team, pave the journey for the future of corporate events while leading the infrastructure that will support Confetti to achieve predictable revenue.This role will take our large and growing user base of nearly 6,000 customers and help create and execute a plan to bring them to...

  • Supervisor - Airport Operations Customer Service

    4 weeks ago

    New York, New York, United States United Airlines Full time

    There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the...

  • Supervisor - Airport Operations Customer Service

    4 weeks ago

    New York, New York, United States United Airlines Full time

    There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the...

  • Sales Operations Lead

    1 month ago

    New York, New York, United States PermitFlow Full time

    About PermitFlowPermitFlow's mission is to streamline and simplify construction permitting in $1.6 trillion United States construction market. Our software reduces time to permit, supporting permitting end-to-end including permit research, application preparation, submission, and monitoring.We've raised $5.5m+ led by Initialized Capital, Y Combinator, and...

  • Sales Operations Lead

    4 weeks ago

    New York, New York, United States PermitFlow Full time

    About PermitFlowPermitFlow's mission is to streamline and simplify construction permitting in $1.6 trillion United States construction market. Our software reduces time to permit, supporting permitting end-to-end including permit research, application preparation, submission, and monitoring.We've raised $5.5m+ led by Initialized Capital, Y Combinator, and...

  • Customer Success Operations Manager

    4 weeks ago

    New York, New York, United States Contentsquare Full time

    About the Opportunity:The mission of the Customer Success Operations team is to align customer success strategy to its execution. This person will serve as a business partner and direct theater support for Mid-Market Customer Success to drive critical business insights and fundamentally improve process execution. As an entrepreneurial, organized and...

  • Customer Success Operations Manager

    2 months ago

    New York, New York, United States Contentsquare Full time

    About the Opportunity:The mission of the Customer Success Operations team is to align customer success strategy to its execution. This person will serve as a business partner and direct theater support for Mid-Market Customer Success to drive critical business insights and fundamentally improve process execution. As an entrepreneurial, organized and...

  • Operational Site Lead

    2 weeks ago

    New York, New York, United States NavitsPartners Full time

    Job DescriptionJob DescriptionJob Title: Operational Site Lead Duties:Assigned to projects under the management of the NYC H+H Office of Ambulatory Care and Population Health, and under the direction of the relevant program leads for each discrete initiative, Operational Leads will be responsible day-to-day management of complex direct service programs, for...

  • Customer Service Manager

    1 month ago

    New York, New York, United States Alstom Full time

    Req ID:449129 At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than colleagues lead the way to greener and smarter...

  • Customer Service Manager

    4 weeks ago

    New York, New York, United States Alstom Full time

    Req ID:449129 At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than colleagues lead the way to greener and smarter...