McorpCX

Customer Experience Project Manager

Remote - Full Time

About Us

We are pioneers in customer experience (CX) and business is going amazingly well. As a US-based firm, we help our clients improve all aspects of their customer/employee/partner experience. We provide a broad range of services to all industries for clients who wish to better understand and evolve both the quality of their customer/employee/partner experience, and the way in which they strategize, research, and design experiences for their customers in both the B2B and B2C worlds.  We employ a proven, proprietary methodology to experience management that we have been continuously improving since 2002.

We are looking for experienced Project Managers to drive delivery of engagements with mid-sized to Fortune 500 clients. If you’re passionate about CX and have worked directly or tangentially in the CX and/or consulting field and can contribute to engagement delivery beyond project management, we’d like to hear from you.

About You

The Project Manager will design and manage project schedules, manages project resources (internal and external), serve client needs, and lead consulting teams in the delivery of engagements. Plus you can contribute beyond project management as an analyst or with the development of project deliverables. 

Ideally, you should have knowledge of and experience in one or more CX core competency areas, whether that be strategy, market research, facilitating workshops, training, Voice-of-the-Customer programs, or developing personas and journey maps. Of course, you also have suburb project management capabilities, and have at least 3-5 years of project management experience while working in a client services capacity within a consulting firm, or serving internal clients within a large enterprise.

Key Responsibilities

  • Plan and manage project scope, schedule, resources, communications, quality and risks through project initiation, execution and close
  • Partner with the Engagement Leader to effectively engage and manage key stakeholders and the project communications
  • Ensure the timely delivery of client deliverables within agreed upon scope
  • Become a trustworthy source of guidance for client team members
  • Ensure client delight through the timing and quality of services delivered
  • Ensure the engagement is delivered within budget, managing/tracking consultant billable hours and project expenses 

Requirements

McorpCX provides those looking to work in the CX field a great opportunity to develop expertise in CX. At McorpCX you’ll learn from Experience Management veterans in developing an expertise where many still do not exist. To be a great performer at McorpCX you’ll need:

  • The social awareness and people orientation to develop strong and lasting relationships with McorpCX staff and our clients.
  • Possess good problem solving skills that you apply in a logical and creative manner.
  • A realization that being in a service industry, customer-orientation is paramount. If you’re teaching clients how to do it, you’ll certainly need to ‘walk the talk’.
  • Ability to produce high quality results to deadline in a way that puts clients at ease.
  • Ability to understand the business value of what we deliver to clients and how its delivery generates client satisfaction.
  • Ability to adapt and be flexible even if you’re thrown off the deep end. Can you easily pivot? 
  • Bachelor’s degree.
  • References that will attest to your project management acumen.

This is a virtual position. We're looking for long-term relationships. Please send us your resume and tell us why you want to work with us and how you will contribute to our company.

Apply: Customer Experience Project Manager
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Which of the following best reflects your understanding of and experience with the discipline of Customer Experience?*
How are customer experience focused projects different from other types of projects?*
What's your approach to keeping yourself on task?*
Please rate your level of expertise leveraging Microsoft PowerPoint for project communications.*
Please rate your level of expertise leveraging Excel to manage a project and turn data into insights.*
When it comes to how we communicate and what we produce, we are a pretty picky bunch. Fonts need to match. Colors are consistent. Documents (and emails) are well thought out, concise, spell-checked and proofed. Then spell-checked, and proofed again. Do you consider yourself detail oriented in this way? Why, or why not? Give us an example…*
Our project managers need to help our team see around corners so there are no surprises for us or our clients. Give an example of how you do this.*
How would you ensure that existing customer experiences remain positive?*
How would you deal with a situation where your project is running behind because the resource you’ve booked is being used by another urgent project?*
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