Creative Project Manager - IV
American Cybersystems, Inc.

Job Info

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Innova Solutions is immediately hiring for a Customer Experience Manager
Position type: Contract
Duration: 12+ Months
Location: Miami, FL (Hybrid)

Description:
As a Customer Experience Manager you will :-

• Identify opportunities to reimagine and revolutionize Customer Experience across products.
• Participate in user research and observation of user tasks, integrating these findings with business requirements to transform the user's mental model into the concept.
• Deliver service improvements to improve the customer experience across client.
• Influence business and technology partners to support and deliver proposed improvements.
• Use Journey Net Promoter Score and other metrics to measure improvements over time.
• Participate in Customer Experience focus group sessions with Business, Designers and Technology leaders.
• Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience and to deliver tangible improvements.
• Monitor and forecast customer experience trends and impacts by doing a market study and research across industry to bring insights on new customer experience trends.
• Understand customer journeys across various transactions and identifies process gaps and opportunities.
• Able to perform Backlog management and Requirements prioritization.
• Able to do User story review and acceptance criteria writing.
• Support test plan design for experience functionality.
• Perform Requirement gathering, evaluation and documentation for processes and transactions.
• Have Understanding of the process for releasing products, stakeholders and negotiation with key partners in order to provide the best outcome considering business constraints.
• Analyse competitive benchmarking to seize new opportunities.

MUST HAVE SKILLS (Most Important):

• Demonstrated active participation in Experience Teams framing and solving challenging problems on multiple programs or shipped products with a large user base.
• Proven record of implementation of innovative efforts to improve experience from concept to execution.
• Experience with agile methodology and tools.

DESIRED SKILLS:

• Degree in CX Management.
• Ability to digest and translate complex technical requirements into intuitive experiences.
• Experience with design tools like Figma, Adobe XD, and Adobe Creative Cloud.
• Experience with Smart Sheets and/or Google Suite.

EDUCATION/CERTIFICATIONS:

• Bachelor's degree or equivalent work experience.
• Five or more years of relevant work experience.

The ideal candidate will have: Customer Experience, user research and customer journeys.

Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
We are currently interviewing to fill this and other similar positions. If this role is not a fit for you, we do offer a referral bonus program for referrals that we successfully place with our clients, subject to program guidelines. ASK ME HOW.

Thank you!
Nikita Awasthi

PAY RANGE AND BENEFITS:
Pay Range*: OR $60 per hour>
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS:Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centres across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions:

• One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022)
• ClearlyRated® Client Diamond Award Winner (2020)
• One of the Largest Certified MBE Companies in the NMSDC Network (2022)
• Advanced Tier Services partner with AWS and Gold with MS

Website: https://www.innovasolutions.com/

Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.

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