Program Manager

Confiz LLC is seeking an experienced Program Manager to lead and optimize customer experience initiatives through advanced analytics, strategic planning, and seamless cross-functional collaboration. In this role, you will design data-driven customer journey maps, drive key programs aligned with business objectives, and work closely with engineering, product, and support teams to integrate insights into impactful solutions. With a focus on continuous improvement and leveraging cutting-edge tools like AI and machine learning, this role is perfect for a strategic leader passionate about transforming customer experiences.

Responsibilities:

• Customer Journey Mapping: Develop and maintain detailed, data-rich customer journey maps, identifying critical touchpoints and interaction channels. Leverage advanced journey mapping tools and software to visualize customer flows and pain points.

• Data Analysis & Insights: Utilize sophisticated data analytics techniques, including predictive modeling, machine learning, and statistical analysis, to interpret complex customer behavior data. Identify patterns, trends, and opportunities for improvement across the customer lifecycle.

• Integration & Collaboration: Work closely with engineering, product management, data science, and customer support teams to ensure the seamless integration of customer journey insights into product development, service delivery, and support processes.

• Strategic Program Management: Lead and drive strategic customer experience programs that align with organizational goals. Manage project timelines, resources, and deliverables, ensuring technical feasibility and adherence to best practices.

• Stakeholder Communication: Present complex technical findings and actionable insights to stakeholders, using data visualization tools to support decision-making. Advocate for customer-centric improvements based on empirical evidence.

• Continuous Improvement: Monitor and evaluate the effectiveness of implemented customer journey enhancements using key performance indicators (KPIs) and other metrics. Implement iterative changes based on real-time feedback and performance analytics.

• Feedback Loop Optimization: Design and manage customer feedback systems, integrating feedback from surveys, interviews, and other sources into the product and service design processes. Use technical methodologies to automate and scale feedback analysis.

Requirements:

• Bachelor’s degree in computer science, Data Analytics, Engineering, or a related technical field.

• Proven 10+ years of experience in customer journey mapping, with a strong focus on technical and data-driven approaches.

• Experience in the CPG/Retail sector or similar technology-driven environments is a plus.

• Expertise in data analytics tools (e.g., SQL, Python, R) and customer journey mapping software (e.g., Adobe Experience Manager, Microsoft Dynamics).

• Strong understanding of machine learning, AI, and other advanced analytics techniques for customer experience enhancement.

• Excellent technical communication and presentation skills, with the ability to convey complex information to both technical and non-technical audiences.

• Demonstrated ability to work collaboratively with cross-functional technical teams.

We have a global team of amazing individuals working on highly innovative enterprise projects & products. Our customer base includes Fortune 100 retail and CPG companies, leading store chains, fast-growth fintech, and multiple Silicon Valley startups.
What makes Confiz stand out is our focus on processes and culture. Confiz is ISO 9001:2015, 27001:2013 & 20000-1:2018 certified. We have a vibrant culture of learning via collaboration and making the workplace fun.
People who work with us work with cutting-edge technologies while contributing success to the company as well as to themselves.
To know more about Confiz, visit: https://www.linkedin.com/company/confiz/