Sr. Program Manager, Customer Experience, Customer
5 months ago
Previous experience as senior CX manager, program manager, product manager or continuous improvement leader.
- Experience working in large complex global organizations, in a B2C context. Ability to work across geographies and drive alignment with other departments who may have conflicting priorities.
- Customer Obsessed. Track record in understanding and advocating for customer needs, and driving improvements on behalf of customers.
- Track record of delivering measurable improvements to the customer experience. Solution-focused with a strong ability to identify, justify, deliver and change manage effective and practical change.
- Excellent communication skills. Can influence all levels of the organization through high quality written and verbal communication.
- Bar raising stakeholder management skills. Specific strength in influencing decision makers and negotiating priorities.
- Exceptional analytical skills. Comfortable working with large amounts of data and generating clear insights for leadership. Not afraid to get hands dirty into deep dives that identify root causes and outliers in CX trends. Ability to derive clear insights from complex data sets.
- Experience establishing and tracking program metrics and delivering a roadmap to improve them.
- Excellent critical thinking and judgement. Ability to think long term and define strategy while also maintaining a focus on shorter term tactical initiatives.
- Experience identifying and resolving complex issues. Will take initiative even under unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment
- Bachelor's degree in Business Administration, Finance, Computer Information Systems, Engineering, Operations Research, Mathematics or other business/analytical disciplines or equivalent experience.
- Advanced Excel skills and experience with other analytics tools and reporting suites.
Key job responsibilities
- Defines and delivers CX improvement roadmap across three or more specific CX domains, where one does not already exist. Uses expert prioritization and program management skills to deliver multiple high-quality improvements that raise the bar for customers.
- Takes ownership of key CX metrics and delivers against year-on-year improvement goals to ensure we continuously raise the bar for customers. Provides updates on goals to leadership and is both entrepreneurial and pragmatic in their pursuit of achieving them.
- Sets direction and customer experience agenda where one does not exist, without formal line management authority over key decision makers.
- Delivers CX insights and builds new understanding of customer needs, behaviors and pain points. Presents insights to leadership and translates them into short and long-term actions.
- Identifies and delivers experiments to improve customer experience. Doubles down on successful experiments and works with Product and Tech teams to scale them.
- Works with product and business teams to deep dive the root cause of anomalies and unfavorable trends, and drives resolution of issues to closure. Achieves this by creating business cases using voice of the customer and CX data points to influence owning teams to deliver the change.
- Establishes and drives mechanisms to identify and address customer pain points. Solicits customer feedback and leverages it to advocate change across various departments in the organization.
- Performs quantitative and qualitative analysis of internal and customer-facing processes, and customer interactions to identify improvement opportunities. Leads structured problem solving and defect reduction workshop events, for example Kaizen.
- Creates dashboards, reports and metrics and prepares inputs to weekly, monthly and quarterly business reviews for senior leadership
Cape Town, ZAF
- SQL and analytical techniques such as hypothesis and regression analysis
- Background in ecommerce, retrial or logistics
- Direct experience using business intelligence reporting tools (Tableau, MicroStrategy, etc.)
- Expertise in Six Sigma defect reduction techniques (DMAIC, etc.)
- Formal program and project management experience and related certification. Experience in product management is a plus.
- Experience leading and or participating in structured process improvement activities such as Kaizen.
- People management experience
- MBA, Engineering, Statistics, Computer Science, Mathematics, Finance or related field required
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