Lead Project & Program Manager responsible for strategic initiatives within Business Unit at Wolters Kluwer. Collaborate with leadership and cross - functional teams to enhance operational effectiveness.
About the role
- CXUX Design Research Program Manager at MAPFRE responsible for driving customer and user experience strategy. Leading research efforts to align with business objectives and enhance customer methodologies.
Responsibilities
- Develop and manage the CX Design Research program, aligning research roadmaps with business KPIs
- Ensure user insights are incorporated into journey design and strategy
- Define and maintain CXDR vision, methodologies, outcomes, and service standards
- Coach and reinforce research best practices across front-facing teams
- Track and report on the impact of research
- Develop, optimize, and leverage the enterprise Insight Database
- Lead journey metrics, taxonomy development, and visualization practices
- Promote and maintain customer journey frameworks and databases
- Drive organization-wide adoption of Customer Methodology
Requirements
- Bachelor’s Degree required
- 8 or more years experience in UX Research, CX Design, Service Design, or related field required
- Experience with cross-functional research operations or CX frameworks required
- Strong qualitative and quantitative research capabilities
- Expertise in journey mapping, flow visualization, and storytelling
- Program and research operations management
- Insight management, taxonomy structuring, and information governance
- Facilitation, influencing, and cross-functional leadership
- Awareness of AI and automation opportunities in research workflows
Benefits
- Competitive health coverage
- Retirement plans
- Paid time off
- Flexible work options
- Lifestyle perks like employee discounts
- Career development through tuition reimbursement
- Leadership programs
- Internal mobility opportunities
- Social responsibility initiatives through Fundación Mapfre
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