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Creative Project Manager - IV

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eTeam Inc.

2024-11-04 22:38:08

Job location Miami, Florida, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

Title: Sr. Experience Specialist

Location: Miami, FL (Hybrid)

Duration: 2 months, likely will be extended beyond EOY

Hybrid 3 days a week in office Tue, Wed & Thu.

Responsibilities:

-Identifies opportunities to reimagine and revolutionize Customer Experience across Client products.

-Participates in user research and observation of user tasks, integrating these findings with business requirements to transform the user s mental model into the concept.

-Delivers service improvements to improve the customer experience across Client

-Influences business and technology partners to support and deliver proposed improvements.

-Uses Journey Net Promoter Score and other metrics to measure improvements over time.

-Participates in Customer Experience focus group sessions with Business, Designers and Technology leaders.

-Works across teams to continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience and to deliver tangible improvements.

-Monitors and forecasts customer experience trends and impacts by doing a market study and research across industry to bring insights on new customer experience trends.

-Understands customer journeys across various transactions and identifies process gaps and opportunities.

-Backlog management.

-Requirements prioritization.

-User story review and acceptance criteria writing.

-Support test plan design for experience functionality.

-Requirements gathering, evaluation and documentation for processes and transactions.

-Understanding of the process for releasing products, stakeholders and negotiation with key partners in order to provide the best outcome considering business constraints.

-Analyze competitive benchmarking to seize new opportunities.

MUST HAVE SKILLS (Most Important)

-Demonstrated active participation in Experience Teams framing and solving challenging problems on multiple programs or shipped products with a large user base.

-Proven record of implementation of innovative efforts to improve experience from concept to execution.

-Experience with agile methodology and tools.

DESIRED SKILLS:

-A degree in CX Management.

-Ability to digest and translate complex technical requirements into intuitive experiences.

-Experience with design tools like Figma, Adobe XD, and Adobe Creative Cloud.

-Experience with Smart Sheets and/or Google Suite.

EDUCATION/CERTIFICATIONS:

-Bachelor s degree or equivalent work experience.

-Five or more years of relevant work experience.

Inform a friend!

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