Our Customer Experience PMO plays a key role in driving the strategic execution of CX initiatives by overseeing resource allocation, facilitating cross-departmental planning, optimizing processes, and managing performance reporting. This role ensures CX programs and projects align with business objectives.
Key Responsibilities
1. Project & Program Governance
- Establish and maintain project management standards, frameworks, and best practices within the CX department.
- Develop a centralized roadmap for CX projects, ensuring alignment with corporate strategy.
- Manage dependencies and risks across CX programs to ensure smooth execution.
- Monitor key performance indicators (KPIs) and success metrics for CX initiatives.
2. Resource Allocation & Capacity Planning
- Develop and maintain a resource allocation framework to optimize workforce utilization.
- Work closely with department heads to forecast and allocate resources effectively across multiple CX initiatives.
- Identify gaps in staffing, budget, and tools required for project success.
- Ensure balanced workloads across teams, preventing bottlenecks or underutilization.
3 . JIRA Administration & Optimization
- Serve as the JIRA administrator for the CX department, ensuring efficient setup, maintenance, and customization of workflows.
- Develop custom dashboards, reports, and automation rules to improve tracking of CX initiatives.
- Train and support CX team members in JIRA best practices, issue tracking, and project management features.
- Enhance JIRA’s functionality by integrating third-party tools
- Continuously refine JIRA workflows to improve transparency, efficiency, and accountability across CX projects.
4. Cross-Departmental Planning & Coordination
- Act as a liaison between CX, Sales, Product and R&D teams to align customer experience initiatives with business goals.
- Facilitate strategic planning sessions to integrate CX improvements into broader company objectives.
- Drive stakeholder engagement and ensure accountability for key deliverables across functions.
- Manage communication channels to keep stakeholders informed on CX program progress, roadblocks, and outcomes.
5. Process Improvements & Optimization
- Identify inefficiencies in CX workflows and recommend improvements to enhance operational efficiency.
- Lead process re-engineering initiatives to streamline customer journeys and internal CX operations.
- Leverage data analytics and feedback loops to continuously refine CX processes.
6. Reporting & Performance Tracking
- Develop and maintain dashboards to track CX project status, resource utilization, and performance metrics.
- Provide regular reports to leadership on program performance, impact, and strategic adjustments needed.
- Use data-driven insights to guide decision-making and drive continuous CX enhancements.
- Ensure compliance with corporate governance and reporting standards.
Required:
- 3+ years of experience in project management, PMO, or strategic planning, preferably in a CX or customer-centric function.
- Experience in resource planning and workforce management.
- Proficiency in project management tools (e.g., Jira, Asana, Monday.com, Smartsheet).
- Excellent cross-functional collaboration and stakeholder management skills.
- Ability to analyze data, create reports, and present insights to senior leadership.
Preferred:
- Experience in customer experience strategy or CX transformation initiatives.
- Proficiency in JIRA administration (workflow configuration, dashboard creation, automation, reporting).
- Familiarity with CX metrics such as NPS, CSAT, and customer journey mapping.
- Strong background in process improvement and change management.
- PMP, PRINCE2, or Six Sigma certification.