Job Description

Approved Remote Locations: Los Angeles, CA, Chicago, IL, and San Diego, CA.

About This Featured Opportunity

As a Customer Journey Program Manager, you will be responsible for understanding, defining, and monitoring customers journeys as they engage with our client's AR/VR products and services. The successful candidate will have a wealth of experience in customer journey mapping and service blueprinting, and is data driven, understanding that measurement and analysis are critical to successful iteration. The successful candidate will also have a proven track record of building trusting cross-functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast paced and extremely dynamic environment.

THE OPPORTUNITY FOR YOU

• Monitor and analyze customer journey analytics to help identify impactful journeys based on customer goals and business outcomes
• Use journey mapping best practices to map the end-to-end customer journey for critical experiences within Reality Labs
• Build service blueprints to identify internal processes, tooling, and/or teams impacting the customer experience
• Ensure cross-journey collaboration and communication by engaging with appropriate cross-functional teams and always advocating on behalf of the holistic stakeholder experience
• Evangelize insights from journey maps and service blueprints by presenting to internal and external partners
• Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organization
• Create and present insights reports to internal and external partners

KEY SUCCESS FACTORS

• 5+ years of experience in customer journey mapping and customer journey analytics
• 5+ years of experience in program or project management; leading large complex programs
• Experience in service blueprinting
• Data Analytics Experience
• Experience facilitating workshops with cross-functional audiences
• Experience using data and metrics to drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to a diverse audience, including senior leadership
• Strong experience working with CXM platforms (e.g. Medallia, Qualtrics)
• Comfortable working autonomously and proactively, implementing the CX projects and leading internal and external stakeholders

Perferred Qualifications

• Experience working on a global CX team focused on the entire customer journey
• Experience working with Medallia MXO and DXA
• Customer experience management certifications

Benefits

• Company sponsored Health, Dental and Vision coverage
• 15 days of accrued PTO per year

EQUAL OPPORTUNITY STATEMENT

• Advantis Global is an equal opportunity employer and makes employment decisions on the basis of merit, qualifications and abilities. Company policy prohibits unlawful discrimination based on race, color, religion, sex (including gender, gender identity, gender expression, pregnancy, childbirth or medical condition related to pregnancy or childbirth), sexual orientation, national origin, ancestry, age, physical or mental disability, genetic information, political affiliation, union membership, marital or registered domestic partnership status, military or veteran status or any other characteristic protected by law (“Protected Characteristic”). Additionally, Advantis Global is committed to promoting pay equity and prohibits harassment of any employee on the basis of any Protected Characteristic.
• Advantis Global is a progressive and open-minded collective. If you’re smart, optimistic and care about being awesome at what you do, come as you are! We welcome you with open arms.
• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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