Sr. Associate, CX Program Management

Sr. Associate CX Program Manager

About Us

We turn customer challenges into growth opportunities.

Material is a global strategy partner to the world’s most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences.

We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve.

About Sr. Associate CX Program Manager Role

We’re looking for a passionate and results-driven Customer and Employee Experience Program Manager to join our team.

At Material, we enable high-value, personalized customer and employee experiences that drive growth through the power of deep human insights, design, and modern technology.

As the Senior Associate of Program Management, you will focus on Customer (CX) and Employee (EX) Experience engagements, using the best technology in the world. You will be at the forefront of shaping programs that elevate customer and employee satisfaction, drive loyalty, fix problems, and inspire innovation. You will manage implementations and ongoing services for recognized brands across industries. Not only do you get to learn our business; you’ll learn theirs!

You will play a pivotal role in building relationships with clients and partners, driving strategic initiatives, developing roadmaps, fostering collaboration, and ensuring the delivery of high-quality solutions that align with client goals.

Join us in shaping memorable experiences for our clients and their customers and employees!
 

As Sr. Associate CX Program Manager, you will

• Develop and execute comprehensive programs focused on customer and employee experiences.

• Serve as the primary point of contact for program-related inquiries and escalations.

• Work across functions (external and internal) to define program goals, scope, and deliverables.

• Manage all resources related to a specific project.

• Create all project level documentation for client management and specification. This includes work plans, design guidelines, specification documentation, training material, etc.

• Monitor program performance, find areas for improvement, and work with our clients to develop actions.

• Manage all communication of servicing and implementation with the end client and internal stakeholders.

• Lead design in partnership with internal teams and the client.

• Develop strong relationships with internal and external clients.

• Manage and report on account financials

About You

• Bachelor’s degree+

• At least 2-4 years in project or program management.

• Proficient with Microsoft and Google Products

• Experience in CX Measurement/Management, EX Measurement/Management, Research, Analysis, Organizational Psychology, Customer Service, or Consulting roles is a plus.

• Experience with customer experience management platforms like Medallia, Qualtrics, Forsta, or In-Moment is a plus.

Beyond education and experience, we’re looking for someone who is:

• Enthusiastic about CX and EX: Excited about enhancing experiences for customers and employees, across industries, including retail, financial services, B2B, healthcare, heath care, automotive, and hospitality. Understands the impact of CX and EX on organizational success and is motivated to drive positive change.

• Collaborative: Can work effectively with cross-functional teams and stakeholders towards goals. Seeks input and feedback from others to inform decision-making and drive continuous improvement for themselves, their team, and their clients.

• Empathetic: Shows compassion towards the complex nature of business, customers, and employees. This person wants to understand needs, concerns, and emotions.

• Optimistic: Inspires and motivates others with initiative, self-drive, and focuses on opportunities for growth and improvement.

• Initiative-taking: Wants to find opportunities for improvement, and proactively proposes and implements solutions. Maintains a forward-thinking approach and is always looking for ways to elevate the quality of their deliverables and their clients’.

• Adaptable: Adapts quickly to changing priorities and requirements.

• Curious: Wants to understand the root cause of issues. Wants to know the “Why” before how and when.

• Results Oriented: Loves data and measurable o