Lead Customer Experience

3 weeks ago

SanFranciscoCAMission St, United States Cognizant Full time
Lead Customer Experience (CX) Program Manager at Cognizant summary:

The Lead Customer Experience (CX) Program Manager is responsible for overseeing the planning and implementation of CX programs to align with organizational goals. With over 10 years of experience, this role involves managing complex projects, guiding cross-functional teams, and ensuring program compliance with relevant regulations. The manager must demonstrate strong communication, organizational skills, and a commitment to continuous improvement, driving exceptional customer experiences while adhering to budget and timelines.

Lead Customer Experience (CX) Program Manager

We are seeking a highly experienced Program Manager with 10 to 13 years of experience to join our team. The ideal candidate will have a strong background in CX Program Management and a proven track record of successfully managing complex projects. This hybrid role requires excellent organizational and communication skills to drive program success and deliver exceptional customer experiences.

Location: San Francisco, CA

You must be legally authorized to work in USA without the need for employer sponsorship, now or at any time in the future.



Responsibilities:

Lead the planning and implementation of CX programs to ensure alignment with organizational goals and objectives.

Oversee the development and execution of project plans including timelines milestones and deliverables.

Provide guidance and support to cross-functional teams to ensure successful program execution.

Monitor program progress and performance identifying and addressing any issues or risks that may arise.

Collaborate with stakeholders to define program requirements and ensure they are met throughout the project lifecycle.

Develop and maintain strong relationships with clients partners and internal teams to facilitate effective communication and collaboration.

Ensure that all program activities are conducted in compliance with relevant regulations and standards.

Prepare and present regular program status reports to senior management and other stakeholders.

Identify opportunities for process improvements and implement best practices to enhance program efficiency and effectiveness.

Manage program budgets and resources ensuring that projects are delivered on time and within budget.

Facilitate regular program reviews and retrospectives to capture lessons learned and drive continuous improvement.

Support the development and implementation of program management tools and methodologies to standardize practices across the organization.

Foster a culture of accountability and excellence within the program team encouraging professional growth and development.

Qualifications:

Possess a strong background in CX Program Management with a minimum of 10 years of experience.

Demonstrate excellent organizational and communication skills to effectively manage complex projects.

Exhibit a proven track record of successfully leading cross-functional teams and delivering exceptional customer experiences.

Show proficiency in developing and executing project plans including timelines milestones and deliverables.

Display the ability to identify and address program risks and issues proactively.

Have experience in managing program budgets and resources to ensure projects are delivered on time and within budget.

Demonstrate the ability to build and maintain strong relationships with clients partners and internal teams.

Exhibit knowledge of relevant regulations and standards to ensure program compliance.

Show a commitment to continuous improvement and the implementation of best practices in program management.

Possess strong analytical and problem-solving skills to drive program success.

Display the ability to prepare and present program status reports to senior management and stakeholders.

Have experience in facilitating program reviews and retrospectives to capture lessons learned.

Demonstrate proficiency in using program management tools and methodologies to standardize practices across the organization.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

· Medical/Dental/Vision/Life Insurance

· Paid holidays plus Paid Time Off

· 401(k) plan and contributions

· Long-term/Short-term Disability

· Paid Parental Leave

· Employee Stock Purchase Plan

Why Choose Cognizant?

It takes a lot to succeed in today’s fast-paced market, and Cognizant Technology Solutions has become a leader in the industry. We love big ideas and even bigger dreams We stand out because we put human experiences at the core. Our associates enjoy robust benefits and training opportunities from our industry-recognized, award-winning Academy team. You will have access to hundreds of technical training courses to keep your skillsets fresh and have opportunities to acquire certifications on the newest technologies.

Everything we do at Cognizant we do with passion—for our clients (fortune 100 companies), our communities, and our organization. It’s the defining attribute that we look for in our people.

If you love ambiguity, excited by change, and excel through autonomy, we’d love to hear from you


Keywords:

Customer Experience, Program Management, Project Management, Cross-functional Teams, Stakeholder Communication, Process Improvement, Budget Management, Compliance, Organizational Goals, CX Strategy

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