Stuller, Inc.

Customer Experience Project Planner

Job Locations US-LA-Lafayette
Posted Date 1 month ago(1/19/2018 8:49 AM)
Req No.
2018-6076
Type
Full-Time
Category
Marketing
Work Hours
08:30 am - 5:00 pm

Overview

The Customer Experience Project Planner 2 is a key role that is responsible for coordinating and supporting all customer journey projects.  This role will be responsible for co-facilitating journey projects, creating and organizing project plans, and all tracking all project deliverables from inception to completion.  They will also assist in optimizing and designing customer experiences using customer centered, holistic and strategic thinking.

Qualifications

  • College degree preferred but not required.
  • Foster and keep healthy relationships with various departments.
  • Commitment to excellent customer experience (internal and external).
  • Strong ability to multi-task and be detail oriented.
  • Exceptional project management skills.
  • Self-starter, high level of initiative, proven proactive and strategic thinker.
  • Highly proficient in time management, organization, planning and prioritization.
  • Superior communication skills, both written and verbal.
  • Professional business presence and acumen.
  • Must be able to conduct and facilitate team working sessions.
  • Ability to manage time effectively and meet deadlines and requirements accordingly.
  • Proven initiative, positive attitude, team oriented, self-motivated and highly enthusiastic.
  • Ability to manage changing priorities, meet deadlines and adapt to a changing business environment with a results-oriented mindset.

Responsibilities

  • Work with and support Customer Journey Manager on all projects.
  • Attend all project meetings, track deliverables, and continually update project plans.
  • Co-facilitate Journey working sessions.
  • Coordinate all reporting needs, gathering supportive data and collecting customer insights for all projects.
  • Conduct research and analysis on best practices and experiences to support each journey project.
  • Work cross-functionally and partner with teams from all areas of the building to better understand and aid in rebuilding the customer journey.
  • Use Gap Analysis and SWOT analysis along with other improvement mechanisms to identify opportunities to improve the customer experience and supporting operational processes.
  • Complete Experience Maps and Customer Journey Maps for projects as needed.
  • Input all supporting Experience and process maps into Microsoft Visio.
  • Collaborate in optimizing and designing new customer experiences using customer centered, holistic and strategic thinking.
  • Support all implementation and testing needs while collaborating with various internal teams such as I.T., Web Development, Marketing, CRM, Sales, Supply Chain and Strategic Analysis.
  • Drive all Journey Projects to completion.
  • Post implementation project review and reporting to ensure project success.
  • Continuous research and discovery on Customer Journey Mapping and Customer Experience best practices.
  • Support Customer Journey Manager as needed.
  • Periodically review and identify if Journey Maps need to be updated.

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