Job Description
About The Role
The Senior Experience Manager serves as the primary architect of the enablement ecosystem. You will lead the strategic direction for both the capture of customer feedback and the execution of digital solutions. This role is pivotal in ensuring that insights generated by the VoC team are directly translated into actionable product roadmaps managed by Product Owners. You will leverage your expertise in leadership, agile methodologies, and service design to drive cross-functional collaboration at the executive level, ensuring a holistic and seamless experience across all digital and physical service blueprints.
Unit Leadership: Lead and mentor a multi-disciplinary team, including an Experience Manager (VoC lead) and a team of Product Owners, fostering a culture of high performance and continuous growth.
Strategic Roadmap Integration: Oversee the master roadmap that aligns VoC insights with the experience design and digital product development (epics and stories) to ensure business objectives and customer needs are met.
End-to-End Governance: Own the end-to-end experience strategy for both customer-facing tools (e.g., mobile apps, e-commerce) and backstage tools used by internal stakeholders.
Cross-Functional Executive Advocacy: Act as the primary liaison between Experience Enablement and Executive Sponsors, Program Managers, and IT to ensure strategic alignment and resource optimization.
Methodology Excellence: Standardize and govern the use of Design Thinking, Lean Six Sigma, and Agile frameworks across the unit to ensure rigorous problem-solving and rapid iteration.
Service Design Oversight: Direct the development of comprehensive service blueprints and customer journey maps, ensuring they are informed by multi-channel research and translated into digital requirements.
Financial & Viability Management: Develop comprehensive business cases for new initiatives, including ROI analysis, benefit realization, and long-term product sustainability.
Advanced Insight Communication: Masterfully use storytelling and data visualization to present complex transformation progress and impact to senior leadership.
Education: Bachelor's degree in IT, Business Administration, or related fields; Master's degree is highly preferred.
Leadership: Proven track record of managing managers and leading cross-functional teams in complex environments.
Methodologies: Deep expertise in Agile (Scrum/Kanban), Lean Six Sigma (Black Belt preferred), and Design Thinking.
Digital Expertise: Strong background in mobile application development, e-commerce platforms, and product management tools like Jira or Confluence.
Technical Literacy: Proficiency in overseeing data-driven projects involving SQL, Python, or R, and advanced data visualization (Tableau/Power BI).
Certifications: Professional certifications such as CCXP, CSPO/PSPO, or PMP are highly preferred.
