UPS

Customer Exp. Design & Execution Strategist-Remote

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Posted 2 days ago United States Salary undisclosed
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Job Description

Job Summary

The Customer Experience Design & Execution Strategist works with operations, sales, engineering, information technology and other key functions to develop, implement, and deploy customer experience improvements and best practices throughout the Global Freight Forwarding business unit. The incumbent will be a part of the Customer Experience Team that reports directly to the head of strategy for all Global Freight Forwarding products. This position enhances customer experience through agile design, implementation, training, metrics and communication projects. This role manages and stores processes, standards, and metrics that help improve Global Forwarding Customer experiences, understand the health of our customer relationships, and help measure progress against the Customer Experience Road Map. This position takes a lead role in planning and execution of large customer experience projects and/or training initiatives. This position may manage, through influence, other subject matter experts to ensure timelines and project deliverables that will be used by UPS partners who influence our customers' experiences. The Customer Experience Design & Execution Strategist may supervise others and may require domestic and international travel between 25% and 50% of the time.

Responsibilities

  • Defines project scope and schedule, while focusing on regular and timely delivery of value; organize and lead project status and working meetings; prepares and distribute progress reports; manage risks and issues; corrects deviations from plans and perform steady-state planning for assigned projects
  • Assists in team development while holding teams accountable for their commitments, removing roadblocks to their work; leverages organizational resources to improve capacity for project work; and mentors and develops team members
  • Conducts focus groups and/or interviews with internal stakeholders to understand how current processes and tools are being used and could be enhanced to better facilitate a customer's experience
  • Balances multiple agile projects and deployment schedules to meet stakeholder goals and expectations
  • Identifies key design stakeholders; organizes, researches, leads, and moderates design workshops; identifies experience improvement opportunities and provides recommendations to further improve implementation success
  • Promotes empowerment of the team, ensures that each team member is fully engaged in the project and making a meaningful contribution, and encourages a sustainable pace with high-levels of quality and results
  • Supports internal partners in managing customer expectations for project deliverables, managing stakeholder communications, and helping to implement an effective system of project governance
  • Manages customer experience-related issues and risks to ensure the stakeholder and sponsor-approved escalation and mitigation plans are followed
  • Identifies issues that require training or re-training to improve the efficiency and effectiveness of operations, sales, engineering, Global Business Services, and/or other functions which have a direct impact on our customers' experiences
  • Determines key metrics for implementation with input from key stakeholders; collects and synthesizes metrics on a regular basis with updates to key stakeholders; reports on customer experience monthly progress, including both qualitative and quantitative metrics
  • Supports requests from internal groups (e.g., Operations, Sales, I.E., UPS Global Business Services, etc.) to provide analysis on various customer experience-related projects
  • Creates, manages, and implements the Customer Experience communication plan, across multiple channels and many stakeholders
  • Serves as a key contact to all impacted parties, products, and services across the business to provide a two-way communication channel and ensure an effective/consistent message is being communicated
  • Creates and manages online communications with internal and external stakeholders, and creates compelling storyline-driven, customer experience-related visual presentations

Preferences

  • Demonstrates excellent communication (verbal and written), interpersonal and organizational skills with attention to detail; is a self-starter, very curious, independent and quick learner
  • Possesses strong analytical capabilities and ability to work in teams/independently
  • Minimum of 5 years' experience industrial engineering, operations, sales, technology, consulting, program management, analytics, graphic design or logistics environment
  • Experience with Microsoft SQL Server, R, Forecasting Software, and/or general coding
  • Working knowledge of Adobe suite design
  • Graphic design experience
  • Experience working in and/or managing an agile team
  • Project Management experience
  • International business experience
  • UI/UX strategy experience
  • Master's Degree (or internationally comparable degree)
  • Possesses bilingual skills

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law