Lead Experience Manager

Lead Experience Manager

The Product Manager on the Digital and App Channel team will focus on Conversational experiences across all customer touch points to deliver a client experience with a focus on our +Play initiative. The organization will be a key enabler to delivering the business plan by driving transformation. Client winning strategy is to deliver a customer first, digitally enabled experience. This organization is uniquely positioned, owning the E2E customer journey for client. This enables an intelligent, connected, customer centric ecosystem. Client is passionate about delivering delightful digital first experiences to our customer across their lifecycle. Candidate will work on a large, transformative product focused on a digital-first experience that enhances transparency in an assisted environment and leads the customer to an unassisted experience post transaction. Candidate will work with a cross-functional team to design, build and roll-out products that deliver on our core product vision and strategy. Furthermore, candidate will have experience in leading Engineering discussions in building the product. Key responsibilities include developing and optimizing Omni channel solutions with Digital at the core for client Customers. Candidate will help this newly formed organization meet its overall objectives and goals. This is a unique role to work within a dynamic group that is defining the future of Omni-channel customer experience inside of a Fortune 15 business

Support the development lifecycle of transformation initiatives by defining solution requirements (user stories) and driving those requirements through the delivery process. Support innovative emerging products and solutions, such as +Play. Develop agile epics, themes and user stories to support development. Provide expertise and leadership across internal teams including internal Digital Operations, Engineering, Product, UX Design, Business Transformation and other organizations. Analyze product performance and A/B tests and define further improvements. Dream up how client can conversationally serve our customers from an account and sales perspective. Collaborate with UX on Design Sprints. Run Discovery sessions and biweekly agile sprints; leading new product launches and product re-designs for optimal customer experiences. Organize feature backlog to optimize delivery in alignment with business priorities. Prioritize leveraging customer feedback; utilizing customer focus groups, usability studies, workshops, industry best practices, and customer calibration calls to continuously optimize the customer experience. Identify, triage, and prioritize production bugs. Develop reports that provide an overview of product performance.

Candidate will need to have Bachelor’s degree or four or more years of work experience. Six or more years of relevant work experience. Six or more years of relevant product management experience. Willingness to travel. Even better if candidates have one or more of the following: Master’s degree. Capability of independent thinking, strong collaboration and partnership skills, and attention to detail. Ability to build strong collaborations with a diverse set of customers and stakeholders from across the business. Ability to influence without authority. Experience working in a large, diverse company where implementing change requires efficient communication and dynamic thinking. Knowledge of the tenets of segmentation and personalization capabilities to consider highly personalized experiences. Knowledge of the use of research and A/B testing to optimize digital experiences. Agile certification and/or experience working in an Agile environment; experience with Product Development/Management tools (Jira or Confluence). Agility to quickly understand various technology platforms and internal systems. Experience in journey mapping, design thinking and service design. Knowledge of web content best practices including UX disciplines. Written and verbal communication skills.