Job Title: Customer Experience Manager
Location: Newton, MA, Newark, DE, Indianapolis, Jefferson City, MO
Company: PruTech Solutions, Inc.
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.
JOB DESCRIPTION:
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.
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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