Program Manager, Experience
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Job Description
Program Manager optimizing customer experience processes and enterprise applications for U.S. students. Leading CX strategy, journey analysis, stakeholder engagement, and data-driven improvements.
Responsibilities:
- Develop and implement strategic plans for optimizing the student experience in alignment with organizational objectives
- Stay informed about industry trends and best practices in student experience management
- Lead development of a comprehensive customer experience strategy aligned with organizational goals
- Identify opportunities to improve the customer journey and drive business outcomes
- Define project goals, scope, and success metrics for cross-functional CX projects
- Drive accountability across teams throughout the project lifecycle
- Lead continuous improvement and optimization of student-facing processes
- Collaborate with cross-functional teams to implement enhancements aligned with organizational goals
- Ensure change management processes support innovation adoption and continuous improvement
- Engage stakeholders to understand needs and challenges related to the student experience
- Foster relationships with internal and external partners for insights and feedback
- Facilitate sponsorship briefings, progress reporting, and idea generation
- Develop customer journey maps and personas
- Analyze customer journeys to identify pain points and improvement opportunities
- Conduct end-to-end process analysis using process mapping techniques
- Identify and drive iterative enhancements to improve customer experience
- Gather and analyze customer feedback and data to understand needs and behaviors
- Use insights to inform decisions, prioritize CX initiatives, and drive continuous improvement
- Use data and analytics to measure the effectiveness of student experience initiatives and track PIs
Requirements:
- Bachelor's degree required (preferred disciplines in Business, Product/Marketing, Psychology, or UX Design)
- Minimum of 8 years of overall experience, including at least two years’ experience in customer service, product development, business process analyst, or similar roles
- Demonstrated ability to optimize processes or enterprise applications, leading to increased student/customer experiences
- Knowledge of CX best practices and trends
- Demonstrated continuing professional development in customer experience
- Strong understanding of enterprise applications, including CRM, websites, customer support portals, call center operations, self-service technologies, automation applications, and digital support platforms
- Exceptional analytical and problem-solving skills
- Excellent communication and interpersonal skills for engaging stakeholders at all levels
- Proven ability to ask insightful questions and drive discussions about end-to-end processes
- Project management experience focused on delivering results within established timelines
- Familiarity with student experience measurement tools and methodologies
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