Experience Manager-Senior Manager Mobile Applications

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• The Lead Experience Manager will lead a team responsible for developing, identifying, and implementing strategies to drive growth, increase revenue, reduce cost, and improve experiences for customers. Your job will involve understanding our customer needs and stakeholders while creating strategies and leading our team to implement exceptional experiences across the customer lifecycle, which includes the Shopping, Onboarding, and Managing customer journeys. This role will be leading an experience area for Value Organization Mobile Apps. This role lets you use your full expertise for strategic leadership and mentoring. Join us in redefining customer journeys that sets a new standard for customer experience.

  • Maintaining a deep understanding of best-in-class mobile application experiences and key features and capabilities that deliver higher customer engagement, NPS and app usage.

  • Driving continuous improvement across the app portfolio with specific attention to modernizing the existing application experiences.

  • Leading the creation of foundational experiences with the capability to engage customers throughout their life cycle with the aim of decreasing churn.

  • Understanding the broader mobile technical landscape with experience working with a wide range of development teams, on various platforms, and the nuances of specific technical approaches.

  • Adept at balancing competing initiatives and priorities across multiple journeys.

  • Developing a customer-first strategy and roadmap to transform core initiatives into best-in-class user experiences.

  • Analyzing customer behavior data to identify insights on performance and opportunities.

  • Building workflow models and develop autonomous processes to increase speed to market.

  • Providing expertise and leadership across internal teams including internal Digital Operations, Engineering, Product, Experience Design, Marketing, and Channel partners.

  • Converting strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.

  • Organizing feature backlog to optimize delivery in alignment with business priorities across teams.

  • Developing reports that provide an overview of the experience performance.

  • User story and acceptance criteria structure and mentoring.

  • Understanding of the process for releasing products, stakeholders, and negotiation with key partners in order to provide the best outcome considering business constraints.

  • Analyzing, supporting and providing guidance for multiple teams to coordinate initiatives that have an impact on multiple areas.

  • Supporting compliance attestation.

In this role, you'll have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday, and Thursday)

• Bachelor's degree or four or more years of work experience.

• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Demonstrated leadership of Experience Teams in 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.

• Willingness to travel approximately 25% or less.

• Even better if you have one or more of the following:

  • A degree in CX Management

  • Ability to digest and translate complex technical requirements into intuitive experiences.

  • Portfolio examples of enterprise applications.

  • Experience with design tools like Figma, Adobe XD, and Adobe Creative Cloud.

  • Experience with Smart Sheets and/or Google Suite.

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