Overview
On Site
$60 - $60
Contract - W2
Contract - 12 month(s)
No Travel Required
Skills
PRODUCT MANAGEMENT
Leadership
Customer Experience (CX)
Human-Centered Design (HCD)
Design Thinking
Strategy Alignment
Job Details
Job Description:
- The Product Manager Customer Experience will lead human-centered design (HCD) research, product visioning, and cross-functional collaboration to create and deliver innovative customer-focused solutions.
- This role drives strategy alignment, leads associate engagement to build empathy for the customer, and ensures all initiatives align with corporate goals.
- The position requires strong leadership, analytical, and creative problem-solving skills to translate insights into actionable strategies and successful product implementations.
- Bachelor s degree in Marketing, Business, Design Strategy, or related field (or an additional 4 years of relevant work experience in lieu of a degree).
- 8 years of progressive product management, marketing strategy, design strategy, or marketing project management experience.
- Executive presence with the ability to establish credibility with leadership-level teams.
- Experience leading multi-disciplinary teams through the human-centered design process.
- Strong knowledge of primary research approaches, including quantitative and qualitative methods.
- Excellent oral, written, and presentation skills for diverse audiences, including senior management.
- Proven ability to think strategically and creatively while managing complex projects.
- Advanced proficiency in Microsoft and/or Adobe Suite.
- Demonstrated track record of driving customer experience initiatives and aligning them with organizational goals.
- Experience in leading ideation sessions, journey mapping, and solution creation through HCD practices.
- Conduct and define preparatory research to understand customer needs using HCD research methods such as interviews, observations, surveys, and workshops.
- Develop personas, journey maps, and How Might We statements to guide product ideation.
- Facilitate ideation sessions and create future-state journey maps, prototypes, and product roadmaps.
- Work with business teams to align CX strategy with organizational goals, championing a customer-focused culture.
- Build consensus across teams, develop standardized strategy documents, and share progress through regular checkpoints.
- Lead associate engagement strategies to embed customer empathy into decision-making processes.
- Present business cases for new products or solutions at all organizational levels.
- Create tracking mechanisms to measure the success or failure of initiatives.
- Drive product and solution innovation while acting as a project manager when needed.
- Take ownership of team results, quantifying contributions at both the product and organizational level.
- Ability to effectively work in a fast-paced environment with changing priorities and deadlines.
- Strong interpersonal and customer service skills, including working with challenging stakeholders.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.