CX Program Lead

Description

CX PROGRAM LEAD

Lev, a Cognizant company, is a premier digital consultancy that works with marketers from top brands to maximize their investments in their MarTech stack (such as Salesforce and Adobe), level up their customer experiences, and power even the most complicated of businesses.

As a top Salesforce partner, we take pride in hiring and developing the best of the best, and we work hard to cultivate an inclusive culture (#LevLife) where our team (also known as Levsters) will thrive.

While we celebrate each other's individuality, we are brought together by our commitment to provide unparalleled expertise and an out-of-this-world experience to our customers; our drive to shape the future of marketing technology; and our desire to do right by one another. We are relentless in our pursuit of being the best of the best and driving marketing success.

Since 2016, Lev has experienced tremendous growth. We joined the Cognizant family in March 2020, further cementing our position as a global leader in Salesforce consulting. We continue to excel as a high-growth company through expanding the ways we serve our customers, and by growing our global footprint.

ABOUT THE ROLE

The Customer Experience (CX) Program Lead is responsible for defining and developing our client's best-in-class customer experience/journey that focuses on delivering incremental value by driving customer journey improvements and working closely with engineering partners to enable their client's growth strategy.

ESSENTIAL FUNCTIONS : • Work as part of an overall delivery team to produce a stellar customer experience with the goal of becoming a trusted advisor to your customers. • Drive innovation/ideate on ways to improve customer experience, conduct market research and/or analyze industry trends, and analyze data. • Provide viable optimization strategies to help our customer's enable their growth strategy, resolve customer pain points, or implement points of competitive differentiation. • Foster a culture of innovation by enabling experimentation (A/B testing, agile methodology, etc.) • Participate in agile software development in collaboration with engineering and program management teams; ensure our client's technology stack is best to drive innovation and efficiencies. • Stay abreast of latest marketing and industry trends to identify improvements, then partner with business stakeholders to conduct feasibility/viability analysis and proof-of-concepts to evaluate their potential impact. • Develop high level business requirements and translate them into functional specifications for engineering and manage changes to such specifications. • Analyze product metrics and use data to inform product/experience decisions and strategy. • Communicate plans and progress to leadership and partner teams.

EDUCATION AND/OR EXPERIENCE

Required : • Bachelor's degree in business, marketing, engineering or related field. • Experience in a product management, product owner or business analyst role, specifically. • Understanding of the digital marketing landscape and experience with relevant digital marketing strategies and technologies. • In-depth understanding of the typical use cases of digital platform implementations (content management, analytics, personalization, ecommerce, mobile, etc.) • Experience driving projects end-to-end as a product manager, product owner or business analyst, taking a product from creation/ideation/design to delivery (app or web). • Strong knowledge of product management best practices, functional design and application delivery methodologies. • Experience going deep into clients' current processes to fully understand the nature of their business, while identifying how and why their business goals are critical. • Demonstrated track record in learning new technologies quickly. • Demonstrated track record of successful delivery of enterprise applications. • Excellent communication skills, written, verbal and interactive when online.

Preferred : • Understanding of agile practices and associated tools (JIRA, Confluence, Azure DevOps, or similar). • Understanding of general development methodologies. • General understanding of key digital marketing trends.

KNOWLEDGE SKILLS AND ABILITIES

Required : • A proactive personality, with a can-do attitude with the ability to self-manage and meet established deadlines. • Ability to demonstrate concepts visually and in writing in a way that enables customers to decide with confidence. • A strategic approach to solution design, with proven ability to develop and execute tactical plans to support the strategy.

Qualifications

Technical Skills

SNo

Primary Skill

Proficiency Level *

Rqrd./Dsrd.

1

SFDC Dev & Customization

PL2

Desired

2

Salesforce Integration

PL2

Required

3

Salesforce Configuration

PL2

Required

4

ANSI SQL

PL2

Desired

5

Core Java

PL1

Required

* Proficiency Legends

Proficiency Level

Generic Reference

PL1

The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.

PL2

The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.

PL3

The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.

PL4

The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.