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Customer Journey Manager

Reference
1807625
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Hoboken, NJ, 07030, USA
Expiry Date
21/06/2018
Customer Journey Manager Description At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into a digital experi...

Job Description

Customer Journey Manager

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into a digital experience, we are always re-examining the way people learn best. We are bold thinkers and innovators who motivate each other to explore new frontiers in an environment that supports and inspires us. By pushing the boundaries of technology — and each other — we aim to be a catalyst for the world’s innovations, personal and global, large and small.

Summary

The Manager, Customer Experience Management (CXM) will (1) be instrumental in the development and ongoing refinement of Pearson customer journeys across our digital product portfolio and (2) perform project-management and stakeholder management tasks as required and (3) have sufficient graphic design skills and knowledge to enhance the look and feel of the deliverables from the CXM Business Unit.

The role will work with other leaders and stakeholders across the business to define a standard methodology and toolset for customer journey mapping that enables both global consistency and local tailoring to specific customer needs. The CXM Manager will also lead the development of our key customer journeys, capturing and maintaining the outputs with a central library, enabling the sharing of best practice and standardized processes across the organization.

General Responsibilities

As a direct report to the Director, Customer Experience Portfolio Delivery, you will have the following accountabilities:

  • Customer journey mapping (50%)
  • Establish a practitioner network and coordinate implementation of a standardized methodology for capturing Pearson digital customer journeys
  • Maintain library of CX journeys and outcomes
  • Map end-to-end customer experience touch-points
  • Update and validate key customer persona’s
  • Incorporate segmentation of customer base and varying strategies within key customer journeys
  • Identify opportunities for continuous improvement
  • Learn from, create, and leverage best practices in industry
  • Project Management & Stakeholder Management (30%)
  • Partner with Sales, Product, Marketing, Finance, Technology, Operations, and the Executive Team to:
  • Communicate and refine our CX framework, including our vision, strategy, customer lifecycle and key customer journeys
  • Develop and own supporting collateral
  • Collaborate with regional teams to develop globally consistent but locally owned solutions
  • Establish and maintain effective working relationships throughout the company
  • Present information to large and small groups, and convey messages to both technical and non-technical audiences
  • Contribute to the development and maintenance of the overall Customer Experience vision, strategy, principles and standards
  • Graphic design skills (20%)
  • Be sufficiently fluent in graphic design software (such as Adobe Illustrator, Photoshop, Keynote and PowerPoint, etc) to enhance the look and feel of the deliverables of CXM Business Unit (i.e. PowerPoint presentations, Google Sheets presentations and Keynote presentations)

Key Success Criteria

  • Extent to which a CX culture and principles are adopted by key stakeholder groups

Qualifications

Qualifications and Experience

  • 3 years in the design, development and maintenance of customer journey-maps
  • Demonstrated graphic design experience with commonly used design tools such as Adobe products, Keynote and PowerPoint
  • Product user research and education market experience preferred
  • Demonstrated experience with multiple journey mapping tools
  • Strong oral, written, and presentation abilities - able to convey benefits to all levels of the business, from C-level executives to operations and development teams;
  • Demonstrated passion for providing customer satisfaction

Competencies and Behaviors

  • Customer journey mapping experience
  • Design experience using appropriate tools, such as Adobe Illustrator, Photoshop, Keynote, PowerPoint and Google Sheets
  • Facilitate workshops and present summaries to Senior Execs
  • Working within an international environment
  • Builds networks with customers, other team members and other relevant teams is essential
  • Very good communications and presentation and skills
  • Encourages people to be open and share their views
  • Ability to use own initiative to solve technical problems
  • Delivery focused and takes responsibility for targets
  • Strive for standardization and simplification in all aspects of work
  • Always cost conscious balancing the needs of the business against the provision of the best solutions possible

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-NJ-Hoboken

Other Locations CA-ON-Toronto, GB-GB-London

Work Locations: US-NJ-Hoboken-221 River 221 River Street Hoboken 07030

Job: Technology

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: May 17, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1807625

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.