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Creative Project Manager

3 months ago

Miami, Florida, United States The Judge Group Full time

Title:
Creative Project Manager - V / Lead Experience Manager (Sr. Manager role)

Location:
Miami, FL / New York, NY / New Jersey (Hybrid)

Duration:
Long Term Contract

JOB DESCRIPTION:
Open to Miami, NY & NJ offices

Hybrid 3 days a week in the office Tuesday - Thursday


About client Value ** is one of the world's leading providers of technology and communications services, transforming the way we connect around the world.


We're a human network that reaches across the globe and works behind the scenes. If you're fueled by purpose, and powered by persistence, explore a career with us.

The client Value Organization is client's portfolio of prepaid brands: client Prepaid, Visible, Total By client, Straight talk, Tracfone and more - serving millions of customers through multiple channels.

Our mission in the Value Organization is to build a better connected world through accessible, quality wireless for all.

This role is within the Value Digital / Customer Experience team where we create and improve digitally-led experiences for our customers, striving for reliable, simple, exceptional world-class journeys.

About this role - The Lead Experience Manager leads a team responsible for developing, identifying, and implementing strategies to drive growth, increase revenue, reduce cost, and improve experiences for customers.

Your job will involve understanding our customer needs and stakeholders while creating strategies and leading our team to implement exceptional experiences across the customer lifecycle, which includes the Shopping, Onboarding, and Managing customer journeys.


This role will be leading an experience area under the direction of the Associate Director - Experience Management.

This role lets you use your full expertise for strategic leadership and mentoring. Join us in redefining customer journeys that sets a new standard for customer experience.

What you'll be doing...

The Lead Experience Manager is responsible for developing, identifying, and implementing strategies to drive growth, increase revenue, reduce cost, and improve experiences for customers.



  • Develops a customerfirst strategy and roadmap to transform 'core initiatives' into bestinclass user experiences.
  • Analyzes customer behaviour data to identify insights on performance and opportunities.
  • Build workflow models and develop autonomous processes to increase speed to market.
  • Provides expertise and leadership across internal teams including internal Digital Operations, Engineering, Product, Experience Design, Marketing, and Channel partners.
  • Converts strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.
  • Organizes feature backlog to optimize delivery in alignment with business priorities across teams.
  • Develops reports that provide an overview of the experience performance.
  • User story and acceptance criteria structure and mentoring.
  • Solid understanding of the process for releasing products, stakeholders, and negotiation with key partners in order to provide the best outcome considering business constraints.
  • Analyze, support, overview, and provide guidance for multiple teams to coordinate initiatives that have an impact on multiple areas.
  • Support compliance attestation.
What we're looking for

You'll need to have:

  • Bachelor's degree or equivalent work experience.
  • Seven or more years of relevant work experience.
  • Demonstrated leadership of Experience Teams in framing and solving challenging problems on multiple programs or shipped products with a large user base.
  • Proven record of implementation of innovative efforts to improve experience from concept to execution.
  • Experience with agile methodology and tools.
  • Willingness to travel up to 10%.
Even better if you have one or more of the following:

  • A degree in CX Management
  • Ability to digest and translate complex technical requirements into intuitive experiences.
  • Portfolio examples of enterprise applications.
  • Experience with design tools like Figma, Adobe XD, and Adobe Creative Cloud.
  • Experience with Smart Sheets and/or Google Suite.