Customer Experience Project Manager [SK-15840]

About Our Client

Our client is a well-established organization at the forefront of its industry, dedicated to providing essential services and continuously improving its customer experience. They are committed to innovation and leveraging technology to better serve their community. Joining their team means contributing to a mission-critical environment where your work directly enhances how millions of customers interact with vital services.

About The Opportunity

We are seeking an experienced professional with a strong focus on execution, cross-functional coordination, and technical oversight. While this role has elements of Product Ownership, your primary responsibility will be to act as a critical bridge between business stakeholders and external development teams. You will play a pivotal role in delivering projects that enhance customer-facing communications and overall customer experience, directly impacting how our client serves its community.

Key Responsibilities

• Support the management of projects aimed at designing, updating, and implementing new features and enhancements for customer-facing initiatives.
• Contribute to the execution, monitoring, tracking, risk management, and reporting of projects utilizing both traditional and Agile development methodologies.
• Collaborate with internal and external stakeholders to analyze and meticulously document system requirements.
• Lead end-to-end project development cycles, coordinating efforts across diverse cross-functional teams.
• Review and secure approval for technical requirements from implementation contractors, ensuring alignment with system capabilities and preventing any gaps.
• Support the team in maintaining comprehensive documentation libraries, including technical documents, playbooks, user guides, and business rules for critical communication initiatives.
• Assist in identifying and monitoring key performance metrics to validate project success and align with organizational goals.
• Coordinate essential business and technical meetings to ensure project alignment and progress.
• Coordinate User Acceptance Tests (UAT) and actively participate as a tester, executing tasks based on functional and UAT test scripts.
• Develop and deliver formal presentations and documentation for both internal and external audiences.

Required Qualifications

• Minimum of 3 years of experience in Project Management, Product Ownership, or a closely related role.
• Demonstrated success in managing projects from initiation through successful delivery.
• Strong ability to operate independently as a self-starter with minimal supervision.
• Proven experience working effectively with diverse stakeholder groups.
• Strong technical aptitude, including an understanding of software development concepts (coding not required) and the ability to comprehend data flows between multiple systems and articulate technical concepts to non-technical audiences.
• Exceptional communication skills, capable of engaging authoritatively with both technical and business audiences.
• A customer-focused mindset with experience in customer-facing communication, acting as a strong advocate for customer experience and the human impact of technology.
• A fast learner with the ability to manage multiple responsibilities simultaneously in a dynamic environment.
• Experience working in Agile environments, including managing two-week sprints and utilizing Agile project management tools.

Preferred Qualifications

• Experience in Customer Experience (CX) or roles heavily focused on customer communications.
• Prior experience owning projects that involve multi-channel customer communication (e.g., SMS, Email, Voice).
• Experience coordinating with external vendors or development partners.
• Prior experience in a large, complex corporate environment.