About Us:
Established in 1997, PruTech is committed to innovative problem-solving, solution creation, and fostering strong client partnerships. Serving a diverse array of industries, from government to finance, retail, and manufacturing, PruTech operates from strategic locations including New York City, Washington DC, North Carolina, and boasts a nearshore office in Mexico City and multiple offshore offices in India.
With over two decades of experience in Information Technology and system integration, PruTech offers a comprehensive suite of services to meet evolving technological needs:
- Project-based system integration
- Custom software solutions
- Package implementations
- Consulting and advisory services
- Big data and analytics
- Nearshore and offshore services
At PruTech, we are dedicated to shaping the future of technology and driving success for our clients through innovative solutions and strategic partnerships.
Customer Experience Manager
Location [Hybrid]: Newton, MA, Newark, DE, Indianapolis, Jefferson City, MO
12-month contract, potential for FTE
Are you passionate about shaping seamless customer journeys and translating insights into impactful experiences? As a CX Experience Architect, you ll design and optimize the end-to-end connected journey, partnering across teams to operationalize omnichannel orchestration and drive continuous improvement. You ll blend systems thinking, data analysis, and creative problem-solving to elevate every touchpoint.
Work you'll do: Journey Design & Experience Development
- Design the end-to-end connected journey framework, mapping data, systems, and touchpoints across channels and platforms.
- Analyze customer interactions to identify friction points, gaps, and opportunities for improvement.
- Develop journey maps, service blueprints, and experience flows that visualize the holistic customer experience.
Omnichannel Orchestration
- Partner with platform teams to operationalize omnichannel orchestration using tools such as Adobe Journey Optimizer, Salesforce Marketing Cloud, and others.
- Define and implement rules for cross-channel triggers, contextual content delivery, and personalized engagement.
- Ensure seamless integration of data and systems to support real-time, adaptive customer experiences.
Measuring and Continuous Improvement
- Partner with Data/Analytics to establish success measures (e.g., NPS, CSAT, conversion rates, journey completion).
- Use insights from analytics, customer feedback, and experimentation (A/B tests, usability studies) to prioritize and drive improvements.
- Stay current on industry best practices and emerging technologies in CX and journey orchestration.
Collaboration & Communication
- Operate as the experience lead within cross-functional pods/squads; participate in backlog grooming, stand-ups, critiques, and reviews.
Align on scope, risks, and sequencing with Product Management, Engineering, and other stakeholders.
Present work and rationale to stakeholders with clarity; facilitate reviews and incorporate feedback quickly while safeguarding customer clarity and consistency.
Provide guidance and coaching on CX best practices to cross-functional partners.
Qualifications Required
5+ years in CX, Experience Architecture, or related fields, collaborating within cross-functional teams.
Proven experience designing and optimizing customer journeys across digital channels.
Proficiency with journey mapping, service blueprinting, and omnichannel orchestration platforms (e.g., Adobe, Salesforce).
Strong analytical skills; ability to interpret data and translate insights into actionable strategies.
Excellent written and verbal communication; strong presentation skills and the ability to explain rationale to technical and non-technical audiences.
Experience planning and interpreting usability and A/B tests; strong articulation of experience decisions using data and research.
Growth mindset with a willingness to learn new tools and approaches.
Nice to Have
Experience working within pods/squads in agile environments; comfort leading experience work for a domain or surface area.
Background in regulated or complex domains; partnering with Legal, Compliance and Risk.
Familiarity with product analytics and customer feedback platforms.
Experience with personalization engines, automation, or AI-driven CX tools.
PruTech abides by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
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