Customer Journey Insights Program Manager

Job Title: Customer Journey Insights Program Manager

About the Role:

This is an exciting opportunity for a highly skilled and experienced Customer Journey Insights (CJI) Program Manager to join our Global Capability team based in Bangalore. The ideal candidate will have a strong background in program management, customer experience, and data analysis.

Key Responsibilities:

• Plan and forecast for different projects as per the roadmap.
• Own resource allocation and manage E2E operations/execution of the project.
• Prioritize and manage adhoc requests as per Operational/business goals.

Quality Assurance And Oversight:

• Implement rigorous quality control mechanisms for all project deliverables, including survey programming, data cleaning, and data tables creation.
• Review and validate team members' outputs before they are submitted to stakeholders, ensuring a consistently high standard of work.

Enhance Team's Technical Capabilities:

• Introduce newer tools and technologies to improve the efficiency and capabilities of the team.
• Implement process improvements and automation to enhance the scalability of the support service.
• Mentor and coach, the team members to enhance their technical skills and problem-solving capabilities.

Service Expansion And Innovation:

• Identify opportunities to expand the scope of current team's support beyond existing tasks E.g., Advanced Survey Analytics, data visualization, dashboard creation etc.

Stakeholder Management:

• Serve as the primary point of contact for business teams and proactively manage stakeholder expectations and address any concerns or issues.
• Regularly gather feedback to continuously enhance the CJI support offering.

Team Leadership And Development:

• Manage and mentor the team, providing coaching and training to develop their skills e.g. advanced survey programming, statistical analysis, data visualization techniques.
• Optimize team capacity and bandwidth to ensure timely delivery of projects while not overloading associates.

About the Team:

CXBT is an organization dedicated to deeply understanding and improving Customer Experience, globally. We are a diverse team of builders that develop products, services, ideas and leverage data to influence products and service offerings.

We determine customer needs, solve problems, and work backwards from there. Our approach combines technical and non-technical methods, staying aware of industry and business trends. We are a global team with diverse profiles, skills, and backgrounds.

Basic Qualifications:

• 5+ years of program or project management experience.
• 5+ years of working cross-functionally with tech and non-tech teams experience.
• Bachelor's degree in Marketing, Statistics, Economics, computer science or a related field.
• 5+ years of experience working in the survey scripting and data processing teams of vendors such as Qualtrics, Dynata, Kantar.
• Proficiency in programming languages like JavaScript, SQL, and Python.
• Survey programming and Data processing Expertise including complex logics and cross tabulation tools (Eg: Q software, QuestionPro, Qualtrics etc ).
• Strong Analytical skills – has ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, perform insightful analysis and draw conclusion relevant to the business problem.
• Communication skills – Demonstrated ability to communicate complex technical problems in simple plain stories. Ability to present information professionally & concisely with supporting data.
• Ability to work in a fast-paced business environment and demonstrated track record of project delivery for large, cross-functional projects with evolving requirements.

Preferred Qualifications:

• Masters degree in Business, Marketing, Statistics, Computer Science, Data Science, Mathematics or related field.
• Knowledge of how to improve code quality and optimizes BI processes (e.g. speed, cost, reliability).
• Experience using very large datasets.
• 3+ years of People management experience.