• Application Deadline:
• Position: Customer Experience Project Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• Job Field Customer Care  , Project Management 
  

Role Overview:

• We seek a dynamic and detail-oriented Customer Experience Project Manager to join our team.


• The ideal candidate will be responsible for leading and executing projects that improve the customer experience across all touchpoints.


• This role requires a strategic thinker with excellent project management skills and a strong passion for enhancing customer satisfaction and loyalty.

What You Will Be Doing:

Project Management:

• Plan, execute, and oversee customer experience projects from start to finish.


• Develop project scopes, objectives, timelines, and deliverables in collaboration with senior management and stakeholders.


• Coordinate internal resources and third-party vendors to ensure seamless project execution.


• Ensure that all projects are finished on time, within scope, and within budget.

Customer Journey Mapping:

• Create and maintain detailed customer journey maps to identify key touchpoints and pain points.


• Analyze customer feedback and data to understand customer needs and behaviors.


• Develop actionable insights and recommendations to improve the customer experience.

Strategy Development and Implementation:

• Work collaboratively with cross-functional teams to develop and execute customer experience strategies.


• Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of CX initiatives.


• Continuously assess and modify strategies based on performance data and feedback.

Stakeholder Management:

• Serve as the main point of contact for project stakeholders.


• Facilitate regular meetings to update stakeholders on project progress and address any issues.


• Create and deliver presentations and reports to communicate project status and results.

Data Analysis and Reporting:

• Collect, analyze, and interpret customer feedback and data from various sources.


• Develop dashboards and reports to track key customer experience metrics.


• Based on data analysis, provide actionable insights to senior management.

Continuous Improvement:

• Identify opportunities for process improvements and innovation in customer experience.


• Stay updated on industry trends and best practices in customer experience management.


• Implement and promote best practices across the organization.

What You Need for This Role:



Education:

• Bachelor's degree in business administration, Marketing, Project Management, or a related field.


• PMP certification or equivalent is a plus.

Experience:

• Minimum of 3-5 years of experience in project management, preferably in customer experience or a related field.


• Proven track record of successfully managing and delivering projects on time and within budget.

Skills:

• Strong project management skills, including planning, scheduling, and resource management.


• Excellent analytical and problem-solving abilities.


• Proficiency in project management software (e.g., Microsoft Project, Asana, Trello).


• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.


• Ability to analyze data and translate insights into actionable strategies.


• Detail-oriented with a strong focus on quality and accuracy.


• Ability to manage multiple projects simultaneously and prioritize tasks effectively.

Attributes:

• Passion for enhancing customer experience and driving a customer-centric culture.


• Strategic thinker with a proactive approach to problem-solving.


• Ability to work independently and as part of a team.


• Adaptability and flexibility in a fast-paced environment.


• A creative thinker: You can think innovatively and are open to starting from scratch occasionally