Customer Experience Project Manager

Project Manager, Customer Experience, CX, Mortgage or Financial Services Industry Experience, Customer Facing, MS Office, Lean Six Sigma, PlanView
Contract W2, 12 Months
Telecommuting not available Travel not required

Job Description

CompuGain is an Information Technology and Business Consulting firm providing project-based solutions, software solutions and professional staffing services.


CompuGain is seeking a Senior Project Management for the Client Experience (CX) group within Sales Marketing and Relationship Management is responsible for partnering with the customer-facing business units across the various divisions to manage and improve the overall customer experience. The Customer Experience Delivery Office is seeking a Project Management Manager to lead the execution of strategic and tactical change management activities that impact our external clients and our internal process activities focused on improving the client experience. We are seeking a candidate who is motivated with an interest in seeking partnership opportunities to improve the customer experience. The Project Management Manager who will work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Some of the functions managed by Project Management Manager are recurring monthly activities, while others are ad hoc; essentially all are time sensitive and require collaboration with the SF Sales Marketing and Relationship Management team and other customer-facing business partners.



Responsibilities Include:

• Lead and execute projects to manage, improve and sustain the CX, driving a cooperative effort among members of a project team;

• Support the implementation of the CX strategy and the building of CX capabilities and related infrastructure, based on industry CX best practices;

• Create and maintain project deliverables and other project needs to meet target timelines (e.g., prioritization, funding, resources, requirements, research and analyses, status reports, issue logs, meeting notes, action items, process flows, proof of concept test plans, and other documents as necessary);

• Accurately identify, assess and report the risk/issues associated with projects;

• Develop and execute management reporting on projects, programs, and appropriate CX initiatives• Support project administration activities utilizing the appropriate tools (e.g., Project Portal, PlanView, etc.);

• Partner with industry participants to stay abreast of the latest thinking in the customer experience and best practices;

• Identify and implement the appropriate methodologies, processes and tools to manage and improve the customer experience;

• Contribute to the development, maintenance, implementation, and reinforcement of a customer-centric culture including specific rituals and routines, CX vision, design principles, values, and beliefs.

• Periodically present on key customer experience related efforts to senior leadership;


Basic Requirements

•8-10 years of related professional work experience

•Bachelor's degree in Business, related field or equivalent work experience

•Project management experience and ability to positively embrace change and be a change agent;

•Strong influencing and interpersonal skills

•Experience applying industry best practices, analytical frameworks, process improvement tools, methodologies, and structured problem-solving techniques

• Ability to apply independent thought, connects the dots, and gather insights to solve problems;

•Success in working effectively across organizational silos to achieve tangible business results

• Superior communication (both written and verbal) and organizational skills;

• Thrives in a fast-paced, unstructured environment with changing priorities;

• Ability to multi-task;

• Open-minded self-starter who can work independently and as part of a team;

• Superior Microsoft suite (Excel, Visio, PowerPoint, Word) experience


Preferred Skills

•MBA, other graduate degree or advanced studies

•Experience in the Mortgage Industry/Financial Services

•Experience driving change in a customer-facing business area / the customer experience

•Lean Six Sigma or other process improvement credentials

•Experience with customer journey-mapping techniques and/or other tools and structured methodologies focused on improving the customer experience

• Understand the support needs of a Sales organization

• Ability to focus on the customer at all times  


Note: Local candidates are strongly preferred.

Thanks and Regards

Nagendra Karn | CompuGain

P: 703 454 0354



Posted By

13241 Woodland Prk Rd, Ste 610 Herndon, VA, 20171

Dice Id : RTL61687
Position Id : 18-02455
Have a Job? Post it