VML HEALTH · 18 hours ago
Program Manager-CX, Product Development
Detroit, Michigan, United States
Full-time
Hybrid
Senior Level
$60K/yr - $140K/yr
5+ years expVML is a leading creative company that combines brand experience, customer experience, and commerce. They are seeking a Program Manager for CX and Product Development to design and implement customer experiences, collaborate with cross-functional teams, and lead customer research activities.
Marketing & Advertising
Responsibilities
Contribute to the design and implementation of excellent customer experiences across digital touchpoints, focusing on websites and content
Collaborate with cross-functional teams (product, engineering, design, content, marketing, research) to ensure customer-centricity in website and content initiatives. Help define and refine collaborative ways of working to maximize team efficiency and impact
Plan and execute customer research activities, including user interviews, usability testing, and surveys, to gather insights and inform design decisions. Develop and document research processes for consistent and scalable application
Lead the development and maintain customer journey maps, service blueprints, and other CX artifacts to visualize and optimize the customer experience in partnership with other disciplines. Contribute to building an operational model for ongoing CX measurement and improvement
Contribute to the creation of user-centered website and content strategies, aligning them with business goals and customer needs. Help establish and document content strategy and governance processes
Participate in quality assurance testing, focusing on the customer experience and identifying areas for improvement. Contribute to defining QA processes and checklists
Advocate for the voice of the customer throughout the project lifecycle, contributing to customer-centric solutions. Help embed customer feedback loops into product development processes
Qualification
Required
5-7 years of experience in customer experience (CX) design, product development, or a related field: Demonstrated experience applying CX methodologies to digital projects and websites, including experience developing and improving related processes
Solid understanding of CX principles and frameworks: Knowledge of Forrester's definition of CX and its implications for website and content development. Experience operationalizing CX principles within a team or organization
Experience with customer research methods and process development: Proficient in conducting user interviews, usability testing, and surveys, and developing documented research processes
Technical aptitude and process orientation: Understanding of website technologies (HTML, CSS), content management systems (CMS), and website analytics tools. Familiarity with software development lifecycles and agile methodologies. Experience defining and documenting technical processes
Analytical skills and data-driven approach to process improvement: Ability to analyze customer data and website analytics to identify trends and inform design decisions. Use data to measure the effectiveness of CX processes and identify areas for optimization
Preferred
Portfolio showcasing CX projects and process improvements: Examples of past projects demonstrating your ability to apply CX principles and methodologies, as well as examples of process development or improvement initiatives
Agency experience: Experience working within an agency environment or a similar collaborative setting
Company
VML HEALTH
VML is a leading creative company that combines brand experience, customer experience, and commerce, to create connected brands that drive growth.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Maureen Quattrocki
Chief Financial Officer
Mark McClendon
Chief Operating Officer, North America
Company data provided by crunchbase