The primary purpose of the Lead Customer Experience Manager is to ensure that major corporate initiatives are organized, structured, defined, and delivered within specified time frames. The position requires interfacing with multiple departments, creating, and/or translating business requirements into the technical specifications necessary for the development resources to scope and deliver for any system or functional delivery. This position plays a key role in organization, tracking, and reporting defined project measurements and to analyze delivery and process metrics. The end result is keeping team members focused and on track to deliver results as specified by senior management.
In this role, the candidate will help NiCE deliver quality services by implementing best practices and by spotting potential problem areas and helping the teams resolve them. The candidate must have a deep understanding of customer touchpoints before, during, and after interaction with a product, service, or brand. The role will work closely with the Senior Business Analysts, Project Managers, and Senior Management to assist and support large company initiatives as needed.