Manager leading high - impact BI and analytics projects at RSM, enhancing client solutions through data insights. Overseeing project delivery and contributing to practice growth.
About the role
- Own the full lifecycle of assigned customer journeys—from aspirational design to execution and continuous improvement.
- Define target-state experiences using customer insights, business goals, and operational realities.
- Lead cross-functional teams to execute journey improvements across people, process, data, and technology.
- Monitor journey KPI performance and customer feedback and drive iterative enhancements to improve CES, CSAT, and business KPIs.
- Lead iterative improvements to enhance experience quality, efficiency, and outcomes.
- Apply agile and lean principles to test, learn, and scale journey enhancements.
- Serve as the operational lead for journey transformation initiatives.
- Ensure cross-functional teams are aligned and accountable for delivering journey improvements.
- Translate strategic intent into executable plans with clear milestones and metrics.
- Apply service blueprinting and process design to reimagine critical customer experiences.
- Partner with product, IT, and business teams to influence roadmaps and ensure delivery of journey-enabling capabilities.
- Develop and maintain journey maps that reflect customer, organizational, and data perspectives.
- Collaborate with VoC, research, and analytics teams to ensure insights fuel journey design and prioritization.
- Establish and govern journey mapping standards, templates, and playbooks for consistent application.
- Collaborate with marketing, sales, and digital teams to ensure journeys are orchestrated across channels and tailored to customer segments or personas.
- Leverage journey orchestration tools to deliver dynamic, personalized experiences.
- Establish governance mechanisms to ensure journey consistency across functions and digital platforms.
- Maintain documentation and standards for journey ownership, updates, and performance reviews.
- Partner with enablement and training teams to ensure internal teams are equipped to deliver the designed experience.
- Lead change management efforts to embed new journey practices into day-to-day operations.
- Build compelling business cases for journey transformation, including cost-benefit analysis, resource needs, and timelines.
- Communicate recommendations to senior leadership and secure alignment and investment.
- Support governance of CX initiatives, ensuring accountability and progress against journey goals.
Requirements
- Bachelor’s degree (discipline open); MBA preferred
- 10+ years in program management, consulting, or operational improvement
- Strong background in customer experience; CX certification preferred
- Proven experience in service blueprinting and process mapping
- Strong track record of successful cross-functional project execution
- Ability to manage stakeholders across functions and geographies
- Experience leading diverse teams and navigating complex organizational environments
- Experience with journey orchestration and management platforms (e.g., TheyDo, Salesforce) preferred
- Familiarity with customer segmentation models and how they influence journey design
- Experience working with data teams to define journey-level dashboards and KPIs
- Strong understanding of change management principles (e.g., Prosci, Kotter)
- Experience in B2B2B environments or complex channel ecosystems preferred.
Benefits
- Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions.
- Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.
- Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.
- Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.
- Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.
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