Customer Experience Manager Jobs

You must be able to go on site 1 day per week in Bridgewater, NJ

The Consumer Experience (CX) Strategy lead provides the end-to-end consumer experience strategy and digital solutions for patients, customers, and staff to work seamlessly and easily across products and services within its ecosystem while aligning with the product roadmap, needs of users, market customers, and technical frameworks. You develop CX/UX strategy to differentiate and deliver innovative digital solutions that will make health care more accessible, more integrated and more reliable for users in collaboration with cross functional teams and other key stakeholders. You will identify and set CX/UX strategy, envision complex CX/UX ecosystems, and inspire teams to push the boundaries of what’s possible.

Responsibilities:

● Deliver CX/UX strategy across digital products for the organization: define plans, principles, based on research and insights and measurement frameworks

○ Ensure CX/UX Strategy meets agreed upon milestones, mitigating risk and maximizing process efficiency

○ Embody excellence in consumer experience at all level and influence product and service strategy direction

○ Take the conceptual, big picture ideas and actualize them into service blueprints, journey mapping, persona development

Knowledge, Skills Abilities:

Strong analytical skills with ability to absorb qual and quant data in order to synthesize key challenges or learnings.

● Strong communication and presentation skills to convey recommendations efficiently

● Strategic planning for CX: Recognized ability to draw plans from assessment based on product roadmap, team maturity, existing knowledge gaps, business priorities.

● Strong business acumen, with ability to understand value generation and business modeling

● Digital product management skills: Deep understanding of what makes a digital product, with notions of agile, CX, in order to be best advice to Digital product owners

● CX Measurement frameworks knowledge and practice, both in qual and quant, to setup measure of efficacy.

● International experience, with understanding of cultural sensitives as the role is global

● High EQ to manage different stakeholders within the organization and understand how to bring them along.

Key Qualifications

● Bachelor's degree or equivalent work experience in Design, HCI, MBA or related field. Master’s degree in relevant field a plus

● 7+ years of hands-on CX/UX strategist at a large global enterprise experience, agency, consulting or Start-up/scale-up is a must, in the context of digital product or software design.

● Solid examples of service blueprints, journey mapping, persona development

● Solid understanding of how to create, measure and refine consumer experience strategy based on user research, human factors, customer feedback and market data

● Embody a strong and effective user’s point of view inside the organization.

● Familiarity with pharma/health technology is a plus

● English communication skills on a professional level (verbal and written)

The target hiring compensation range for this role is $70-80/ hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. If applicable add additional language: Additional benefits offered may include; medical health insurance and dental insurance, life insurance, and eligibility to participate in 401k plan with company match (if applicable).