Title- Creative Project Manager - IV / Sr. Experience Specialist Location- Miami, FL (100% remote) Duration- Long-term contract
JOB DESCRIPTION:Targeted Years of Experience: 5-7 yearsResponsibilities:
Identifies opportunities to reimagine and revolutionize Customer Experience across client products.
Participates in user research and observation of user tasks, integrating these findings with business requirements to transform the user's mental model into the concept.
Delivers service improvements to improve the customer experience across client.
Influences business and technology partners to support and deliver proposed improvements.
Uses Journey Net Promoter Score and other metrics to measure improvements over time.
Participates in Customer Experience focus group sessions with Business, Designers and Technology leaders.
Works across teams to continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience and to deliver tangible improvements.
Monitors and forecasts customer experience trends and impacts by doing a market study and research across industry to bring insights on new customer experience trends.
Understands customer journeys across various transactions and identifies process gaps and opportunities.
Backlog management.
Requirements prioritization.
User story review and acceptance criteria writing.
Support test plan design for experience functionality.
Requirements gathering, evaluation and documentation for processes and transactions.
Understanding of the process for releasing products, stakeholders and negotiation with key partners in order to provide the best outcome considering business constraints.
Analyze competitive benchmarking to seize new opportunities.MUST HAVE SKILLS (Most Important):
Demonstrated active participation in Experience Teams framing and solving challenging problems on multiple programs or shipped products with a large user base.
Proven record of implementation of innovative efforts to improve experience from concept to execution.
Experience with agile methodology and tools.DESIRED SKILLS:
A degree in CX Management.
Ability to digest and translate complex technical requirements into intuitive experiences.
Experience with design tools like Figma, Adobe XD, and Adobe Creative Cloud.
Experience with Smart Sheets and/or Google Suite.EDUCATION/CERTIFICATIONS:
Bachelor's degree or equivalent work experience.
Five or more years of relevant work experience.
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