Project Manager, Customer Experience Design

Company Profile

At Sand Cherry Associates, we excel in the design and delivery of strategic customer-centric initiatives through digitally-native, data-empowered solutions.  Our client’s confidence in us is centered on exceptionally skilled, high-energy talent working with the support of the full Sand Cherry team.  Finding the right match for this role is a critical aspect of continuing that success.

Overview

This leadership role is responsible for managing a team dedicated to mapping customer journey arcs, capturing personas and their perceptions along the journey with the intent to redesign the client’s customer engagement model for the optimal customer experience. This is a remote position with some travel required. All qualified candidates must be authorized to work in the United States without requiring sponsorship. Please note that we cannot work C2C.

Duties & Responsibilities

• Map customer journey arcs, develop customer personas, conduct market research to capture customer perceptions
• Establish customer experience process improvement program and project management practices, tools and templates customized for client’s environment
• Establish program management reporting and/or dashboards to drive awareness and accountability
• Lead communications and stakeholder efforts to drive buy-in to improvement program, and program management practices across the company
• Mentor client and consulting team members in best practices with a focus on strong project management and process improvement practices
• Participate with leadership in crafting customer experience improvement roadmap
• For specific improvement projects, ensure projects are structured and managed successfully to drive immediate, short- and longer-term improvements
• Ensure project management artifacts are completed per program templates, with consistent high quality
• Complete process maps, and associated KPI analysis for improvement initiatives
• Establish risk management, escalation paths, and take corrective measurements
• Facilitate and lead project meetings and manage stakeholders’ communication
• Coordinate, manage and monitor the workflow of cross-functional teams
• Function as owner of key program initiatives, manage cross-functional resources, ensuring on-time delivery, meeting of budgetary demands, and achievement of business goal
• Consistently exercise informed judgment and discretion in matters of significance

Requirements

Desired Skills & Experience

Candidates must have strong practical experience in program and project management, gained through managing cross functional projects with a customer operations organization. Additional desired skills and experience include:

• Minimum of 8 years of experience in consulting and/or program management with demonstrated success in customer experience design including operational improvements
• Minimum 5 years of experience utilizing process improvement/mapping methodologies
• Experience in establishing and/or managing a program management function
• Excellent oral and written communications skills working with a range of stakeholders including the ability to influence, strategize and negotiate
• Ability to think analytically and process information quickly, presenting it in a succinct and insightful format suitable for executives
• Experience working within, or supporting a customer operations organization with strong cross-functional partnering required
• Strong analytical and documentation skills; prior experience with process mapping and KPI tracking
• Excellent PowerPoint and Excel skills
• Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools
• Prior experience with change management methodologies

Education & Certifications

• Bachelor’s degree or commensurate experience in Business, Communications, Engineering, Finance or equivalent experience

· MBA strongly preferred

• PMP certification or equivalent project management course work is preferred

Compensation

For individuals assigned and/or hired to work in Colorado, Sand Cherry Associates is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to the State of Colorado and takes into account a wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and delivery model. This is a short-term consulting engagement, with an hourly range of $85-$110. Years of experience, level of education, geographic location, unique skills/qualifications for the specific role and potential certifications can be key factors in the final compensation for this role.

Benefits

Our team is unique — we are passionate about what we do. At Sand Cherry, our Consultants know they are impacting and shaping our clients’ industries. We recognize our employees for their contributions. Our culture is one of the most friendly and communicative in the consulting industry. Sand Cherry is not a top-heavy organization. We offer the opportunity to be part of a digital workforce. Discover the experience that only comes with self-responsibility in the workplace. Our team members manage their own workloads and are expected to deliver exceptional work for our clients. Professional career growth is one of our main priorities, as we affirm that investing in our Consultants and empowering our people will also deliver the best results and value for our clients.