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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow-people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.
Job Description:
ONSITE in ALPHARETTA, GA REQUIRED
The CX Sr. Manager conducts research and analysis in their areas of responsibility to understand the market situation, its' competitive landscape, customer needs, and UPS capabilities. He/She develops an understanding of UPS offerings and capabilities and external factors which impact UPS strategies. The Manager, Strategy conducts detailed MCCU (Market, Competitor, Customer, and UPS) assessments. In addition to the business unit(s) and/or functional strategies, he/she supports the monitoring of key strategic initiatives. He/She supports the project management life cycle of initiative(s).
Key areas of expertise include the following:
Customer Experience:
Engage customers while professionally representing the company throughout product development. Conduct customer research, summarize insights and analytics, and effectively communicate the -story- to Executives and the Development Team. Identify actionable steps that lead to continuous improvement. Work closely with sales, marketing, operations, IT, PM, and other cross functional roles and teams to better deliver seamless customer experience.
User Experience:
Develop and implement a UX strategy that aligns with the company's business objectives. Drive the adoption of best practices in User-Centered Design throughout the product improvement process. Define the product's purpose, conducting thorough user and market research, and leading a team through planning, designing, prototyping, testing, launching, and iterating on products based on user feedback.
Team Management:
Foster a collaborative and innovative team culture that encourages communication and transparency. Provide clear instructions and checkpoints on projects while enabling independence in work. Lead and mentor a team of UX supervisors. Support and develop each team member's strengths. Initiate and advance cross-team collaborations.
RESPONSIBILITIES
Lead and manage the Customer Experience team and mentor junior team members in CX/UX best practices, processes, and methodologies
Develop continuous improvement programs for improving customer experience of our product and ensure exceptional experience journeys and consistent service for all customers
Performdata analysisand interpret customer research findings to provide actionable insights for product development, and present findings to stakeholders clearly and concisely
Collaborate with cross-functional teams to integrate User-Centered Design into the product development lifecycle
Influence and educate stakeholders on the critical role of UX design in driving customer satisfaction and achieving business outcomes
Lead and oversee user research and analysis to gather insights, identify user needs,generate design requirements, and present research findings and design recommendations to stakeholders.
Supervise the design process from concept to final implementation, oversee wireframe and prototype creation, usability tests and iterations.
Align project priorities with larger product goals, contribute to project planning, work distribution and resourceallocation
Understand enterprise goals and KPIs to ensure value delivery
QUALIFICATIONS
Bachelor's Degree in Human-Computer Interaction, Business, Marketing, Design, Psychology, Statistics, Computer Science, Engineering, or related fields
7+ years of experience in Customer Experience,Product Design, UX Design, and User Research
5+ years of experience inpeople management, including leading team membersand working closelywith executive leaders
Experience working with and leading UX designers andUX researchers
Proficiencywith UX Design Principles and Methodologies and ability to apply them throughout the design and development process
Mastery with Customer Experience (CX) industry related metrics (e.g. CSAT, NPS, etc.), practices (e.g. Journey Mapping, Touchpoint Analysis, Digital Nurture Campaigns, etc.), terminology, and customer lifetime value
Proven experience in implementing and facilitating the entire User-CenteredDesign process. Skilled in methodologies such as Information Architecture, Wireframing, Prototyping, Usability Testing, and Heuristic Evaluation
Experience conducting end-to-end user research (qualitative and quantitative), with understandings of the strengths and shortcomings of various research methods and their application in different product phases
Solid analytical skills with strong ability to interpret data, draw conclusions, and synthesize insights that drive action
Familiarity with CX/UX tools, such as Figma, Qualtrics,Sketch, Adobe Creative Suite, UserTesting, Miro, InVision, Balsamiq, Principle, Adobe Analytics, FullStory,and other similar tools
Periodic travel may be required to support communications, meetings, training, external events, and/or customer engagement(s)
PREFERENCES
MBA or Master's Degree in Human-Computer Interaction, Business, Marketing,Design, Psychology, Statistics,Computer Science, Engineering, or related fields
Experience in Salesforce.com
Experience in Agile Development
Experience in Field Sales, Marketing, applied Data Science
Internal job grade- 30G
Internal Job post closing - 7/25/24 @ 11:59pm
Employee Type:
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
Other Criteria:
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.
Basic Qualifications:
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.
Company: UNITED PARCEL SERVICE
Category: Strategy Group
Requisition Number: R24022879
Location: Alpharetta,Georgia
