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Sr Project Manager with CX (Customer Experience)

Remote:

Full Remote

Experience:

Senior (5-10 years)

Work from:

Christmas Island, Suriname

Offer summary

Qualifications:

At least 10 years of experience, 5+ years in a leadership role.

Key responsabilities:

Assess and optimize CX maturity model
Analyze current surveys and journey maps
Develop detailed Opportunity Assessment document

Keylent Inc Information Technology & Services SME https://www.keylent.com/

201 - 500 Employees

See all jobs

Job description

Sr Project Manager with CX (Customer Experience)
Contract
Location:Remote
Experienc: 10+years
State of California
It is an urgent requirement.
At least 5 years of experience in a leadership role.
At least 7 years of experience as a Customer Experience -CX professional
Comfortable planning, facilitating, and synthesizing the results of customer journey mapping or blueprinting workshops.
Assessment & Maturity Model -
· Maturity Assessment – Review current program to assess, across 5 levels, where
CalSTRS currently is and steps to take to move up to level 5 .
Review current program and make recommendations to
optimize to ensure alignment to journey understandings
· Assess current surveys from a question/structure perspective – make
recommendations based on market research methodology
· Experience – Review current journey maps to where CalSTRS should
survey their participants
· Based on experience, review metrics to ensure align with MTM and pain
points to solve
· Analysis & Reporting – understand who is seeing the results and how
results are acted upon and how often results are shared
· Closing the Loop – how, if at all, is company closing the loop with
program uses
· We will review all plans, surveys and benchmarking to share where we believe CalSTRS
is at in their maturity and what to add, optimize or change to increase maturity and
better support operations in the future.
· Contractor will then perform an analysis within the enterprise, engaging managers and key staff
in all applicable areas as necessary to confirm the contractor's understanding of the current
state and future needs.
· A combination of interviews, workshops and focus groups will take place to get a full
understanding of staff current and future needs
· Across groups, needs will be grouped, a survey will be created and share with all
employees (as applicable) at CalSTRS to quantify current and future state needs
· A recommendation will be made as to where to focus in both the current state and
future state
· After completion of the As-Is CX program and maturity assessment, the Contractor will develop
a detailed Opportunity Assessment document that demonstrates the likely ROI that
implementing a new CX program will provide.
· The Opportunity Assessment document will include options available to CalSTRS and highlight
recommended options. CalSTRS will evaluate the options and recommendations presented by
Contractor in Task 1 and decide on the path forward.