Manager, Experience Strategy Resume Sample
Dora Leannon
9246 Nicolas Glens,
Los Angeles,
CA
+1 (555) 341 5161
Work Experience
Manager, Customer Experience Strategy
04/2018
-
PRESENT
Detroit, MI
- Position Reports to Sr Mgr Category Experience
- Number of Direct Reports: 1-2
- Experience leveraging data analytics and statistics to solving business problems
- Demonstrate an ability to define problems, collect data, establish facts, utilize process mapping, and draw valid conclusions
- Highly skilled communicator at all levels of the organization, in all forms
- Experience in building business cases and calculating return on investment
- Experience with data visualization, executive level dashboards and presentations
- Work with little direction and balance competing priorities in a very dynamic/fast paced environment
Senior Manager ABM Customer Experience Strategy
01/2013
-
10/2017
Detroit, MI
- Experienced in strategic analytics for CX, including an understanding of data sets such as tNPS/rNPS is strongly desired
- Business, Economics, Information Sciences, Technology or Computer Science
- Key collaboration partners are Comms/Media Planners, Data and Modeling Analysts, Client Consumer Insights Team, Data architects
- Experience in a highly cross-functional, program or product manager capacity
- Experienced and effective in using data to develop business cases and make decisions
- Expert project management and prioritization skills
- Exceptional interpersonal skills. Ability to have impact through group collaboration and partnerships
- Strategic, analytical thinker with ability to execute
- Experience leading successful cross-functional projects
Progam Manager, Customer Experience Strategy
10/2005
-
07/2012
Detroit, MI
- Experience and confidence in speaking and storytelling
- Passion for the Stitch Fix business and our clients
- Travel 10 to 20 percent
- Develop reporting to apprise senior leadership of the team’s progress and impact
- Provide senior-level consulting, planning, and leadership of experience strategy projects
- Articulate and frame a client’s business problem and the business value of recommendations, initiatives, solutions and/or phases of a strategic roadmap
- Define the value web/ecosystem which best frames client problems and opportunities from the perspective of customers/partners
Education
American InterContinental University - Atlanta
2001 - 2005
Bachelor's Degree in Design
Professional Skills
- Prior consulting experience beneficial
- Relevant work experience in an analytically oriented role e.g., business metrics reporting, finance, consulting, or marketing research
- Experience driving operational strategy; managing key stakeholder updates; project management/process improvement
- Proven ability in driving an online business’ performance
- Understands customer needs through data, able to perform gap analysis’s and can create business cases for customer experience improvements
- Define and drive analyses aimed at developing a deep and holistic understanding of the customer journey and key success measurements across the lifecycle
- Analyze customer behavior across the Customer Care ecosystem, using data to uncover actionable insights on customer movement through the support and learning ecosystem
How to write Manager, Experience Strategy Resume
Manager, Experience Strategy role is responsible for english, software, design, credit, analytical, business, travel, modeling, digital, research.
To write great resume for manager, experience strategy job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Experience Strategy Resume
The section contact information is important in your manager, experience strategy resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Manager, Experience Strategy Resume
The section work experience is an essential part of your manager, experience strategy resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager, experience strategy responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, experience strategy position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Experience Strategy resume experience can include:
- Advocate customers and the “experience” in conversations with cross-disciplinary teams, company leaders and analysts to grow the influence of experience thinking
- Diverse work experience/background, experience in working in a global team setting
- · 7-10 years of experience developing strategies for new/evolved connected services and products; 4+ years project leadership experience
- Experience developing strategies for new/evolved connected services and products; 4+ years project leadership experience
- Initiate and manage meaningful change; effectively integrate change into ongoing operations
- Strong communicator with experience working across different levels and functions of an organization
Education on a Manager, Experience Strategy Resume
Make sure to make education a priority on your manager, experience strategy resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, experience strategy experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Manager, Experience Strategy Resume
When listing skills on your manager, experience strategy resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical manager, experience strategy skills:
- Strong quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen
- Strong oral and written English communication skills (including experience reviewing results with senior management and working in a global team setting)
- Robust quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen
- Excellent English writing skills; able to produce and finalize documents
- Experience developing customer segmentation, customer journey map analysis, and prioritization of experience design initiatives
- Excellent English writing skills; able to produce and finalize complex documents
List of Typical Experience For a Manager, Experience Strategy Resume
1
Experience For Manager, Customer Experience Strategy Resume
- Comfortable working with cross disciplinary colleagues to explore concepts and steward the clear direction of ‘experience prototypes’ to both learn via customer validation research and to inform the prioritization of a roadmap or Minimal Viable Product
- Manage ambiguity: Understand complex business problems across business units, geographies and product lines to create hypotheses and translate this into analysis requirements and identify significant insights that help Amazon improve our customer experience
- Program Management: Lead large and complex programs, including: scope alignment with local and international business leaders, design, data collection, data analysis, recommendations and presenting results to senior management worldwide
- Stakeholder management: Work with business teams to understand their priorities and collaborate with them on programs and actions to improve our customers’ experience
- Manage, lead and develop a team of experience designers overseeing multiple parallel projects
2
Experience For Senior Manager ABM Customer Experience Strategy Resume
- Have significant creativity and excellent business judgment
- Have a strong sense of urgency and commitment
- Be self-starter and an independent thinker who follow-ups on responsibilities in a timely manner while also a strong team player
- Have excellent analytical capability
- Team: Support hiring and onboarding of new team members and contribute to our high performing culture
- Share best practices and results: Drive continuous improvement for our global team and the service we provide to our global businesses; Partner with colleagues across multiple countries to identify areas for collaboration, standard methodologies and product development
3
Experience For Customer Experience Manager Retail Strategy Resume
- Articulate the value of program enhancements to internal UPMC Health Plan colleagues and external employer stakeholders
- Assist in the evaluation of 3rd party vendor health related technologies and products for inclusion into program design
- Collaborate and facilitate diverse teams and stakeholders through an iterative discovery and design process to identify business priorities, align strategies and refine new solution and service designs
- Identify and develop strategic initiatives that improve member experiences
- Present and build consensus for highest priority ideas
- Demonstrated ability to meet deadlines and produce high quality work
- Develop and socialize department brand throughout the organization
4
Experience For Progam Manager, Customer Experience Strategy Resume
- Plan and manage user-centered research and design projects
- Present Human Centered Design principles and work to senior executive leadership
- Recruit and retain top talent in the Human Centered Design space
- Represent the voice of the consumer to ensure that our digital solutions are relevant to our members
- Ability and desire to see big picture of how various technical and non-technical components of a health related service offering combine to create a single user experience
- Comfortable collaborating with technical (engineers) and non-technical teammates
5
Experience For Customer Experience Strategy Manager Resume
- Program Management:Lead large and complex programs, including: scope alignment with local and international business leaders, design, data collection, data analysis, recommendations and presenting results to senior management worldwide
- Business level Japanese
- Travel required (65%)
List of Typical Skills For a Manager, Experience Strategy Resume
1
Skills For Manager, Customer Experience Strategy Resume
- Experience in areas such as management consulting, product management, internet, technology, retail, consumer goods or research firms
- Work with CX research to build and maintain experience assessments for all key customer touchpoints
- Actively manage best-in-class experience analysis documents
- Creative and entrepreneurial thinking: “Yes” attitude, outside-in thinking, and an entrepreneurial spirit
- Perform ongoing competitive and industry analysis through quantitative and qualitative research
- Define customer cohorts; analyze behavioral data by cohort to develop differentiation strategies and approaches
- Work closely with the Customer Experience leadership team to prioritize programs with the highest impact and define the resources, tools and budgets required to implement those programs
2
Skills For Senior Manager ABM Customer Experience Strategy Resume
- Work in close partnership with cross-functional teams (Product, Sales, Marketing, Services and Finance) to advance key business priorities and improve the quality and consistency of Customer Experience measurements
- Measure and report business impact quantitatively and qualitatively across Customer Experience initiatives (NPS, CSAT, CLTV, Retention & Churn Rates, Revenue, etc.)
- Build and maintain CX experience vision plan documents to include: customer friction points, business objectives, Customer Research and Experience Design elements to drive a strategy and experience roadmap
- Work with Product Owners to develop multi-year plan with complete business case to include prioritized deliverables with line-item benefit estimation
- Lead group in pitching business cases and future state vision work to senior leadership (SVP/EVP/C-Level) to gain capital funding
3
Skills For Customer Experience Manager Retail Strategy Resume
- Work with CX research managers to identify research gaps and plan studies
- Act as point of contact for all broader corporate strategy efforts in assigned focus-area
- Collaborate cross-functionally with teams upstream in the customer journey, downstream (e.g. fulfillment, retail, call center) and across (brand, IT) to drive continuous CEX service improvement
- Champion the adoption of CEX strategies and tactics across the organization by communicate the customer experience concepts, value proposition, and processes
- Customer focused mindset – advocates for the customer and is not afraid to represent their point of view even if it’s sensitive feedback
- Problem frame and problem solve
- Six Sigma and process improvement knowledge helpful
- Strong communicator, both written and verbal, with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions
- Strong oral and written English and Chinese language communication skills (including experience reviewing results with senior management and working in a global team setting)
4
Skills For Progam Manager, Customer Experience Strategy Resume
- Ecommerce/digital commerce experience
- Influence across pyramid/silo as well as up to senior levels
- Strong oral and written English and German language communication skills (including experience reviewing results with senior management and working in a global team setting)
- Experience leading and implementing omni-channel communication processes and platforms
- Experience leading strategy development
5
Skills For Customer Experience Strategy Manager Resume
- Experience with communications, digital marketing, digital personalization and/or sales enablement solutions
- Experience working directly with the retail/distributor channel or customer
- Experience with a top-tier consulting firm
- Define operational standards to increase guest satisfaction, specifically the Hilton Honors member experience
- Seek, internal and external, proven ideas and concepts to generate new solutions; recognize and champion great ideas
- Certified Customer Experience Professional
6
Skills For Patient Experience Strategy Manager Resume
- Collaborate with cross functional teams in designing, testing and implementing projects
- Facilitate meetings, working sessions and workshops with sensitivity to client and team needs
- Show the traceability and clear shaping of observations into actionable insights and implications for our clients
- Manage the design and execution of the Digital Channels LEI Program
- Develop a relentlessly customer focused culture and organization
- Drive cross-functional and regional alignment for amplification, specifically on operational standards and practices
- Focus on results and act with a sense of determination with a bias towards action and end result in mind
7
Skills For Manager, Consumer Experience Design Strategy Resume
- Provide consistent, clear and timely communication to teams on goals, tasks and progress toward those goals
- Manage execution of overall project goals and objectives
- Mentor teammates and advance their professional development
- Adaptability to lead strategic engagements that involve shaping a customer experience strategy through the deep analysis and understanding of generative research as well as ‘lean’ or hypothesis led approaches that use the principles of design thinking to build strategies through continuous prototyping and refinement of a value proposition
- Collaborate with clients and internal partners to generate ideas, products and strategies that utilize innovative technology, emerging channels–web, mobile, social, chat, kiosk, etc. – to compliment traditional channels
- Experience working with global Tier 1 brands and clients across different categories
8
Skills For Program Manager, Customer Experience Strategy Resume
- Experience in retail or eCommerce, either at an agency or consulting firm, or at a retailer
- Led diverse teams of 5 or more people in dynamic and fast-paced and globally diverse environments
- Extensive knowledge of, and experience with, a range of (digital) user experience methods and tools, e.g. Experience Mapping/Modeling, customer type creation, prioritization, roadmaps, business case development, etc
- Highly proficient at experience modeling techniques; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business
- Inspire innovation and great work; oversee project implementation. Adopt a variety of approaches from ‘design-thinking’ to ‘lean-startup’ or ‘hunt-based’ methods
- Comfortable working with UX colleagues to explore concepts and steward the clear direction of ‘experience prototypes’ to both learn via customer validation research and to inform the prioritization of a roadmap or Minimal Viable Product
- Experience developing strategies for new/evolved connected services and products; 4+ years project leadership experience
9
Skills For Senior Manager, Experience Strategy Resume
- Experience leading/supervising people
- Desire to operate in a dynamic product development environment built on the principles of design thinking
- Proven ability to handle large-scale, complex systems projects
- Experience in retail and eCommerce, either at an agency or consulting firm, or at a retailer
- Successful record of developing relationships with clients, colleagues and partners
- Successful record of contributing to business development and revenue generation
- Champion design thinking throughout the organization
- Work with internal clinical and non-clinical stakeholders to determine how their goals can be delivered in a way that is engaging to the member
10
Skills For Manager, Human Experience Strategy Resume
- Track record of outstanding academic and professional achievement
- A self-starter with an entrepreneurial spirit with vision and leadership to help facilitate change within a team and the industry
- Leverage a breadth of experience in business strategy, customer insight, market insight, design, business analysis, and technology into actionable strategy and execution–the role is that of an integrator of different perspectives from across a team
- Contribute to thought leadership internally, in the form of practice development with the global Experience Strategy and Retail teams and externally, through presenting and publishing
- Extensive knowledge of, and experience with, a range of (digital) user experience methods and tools, e.g. Experience Mapping/Modeling, customer type creation, prioritization, business case development, etc
- Participate and identify organic growth opportunities within projects and existing client relationships
- Cultivate and support the growth of client business; and be the champion for customer insights and strategy with clients and internal teams
- Experience developing strategies for new/evolved connected services and products; including project/track leadership experience and experience in IT or Digital strategy
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