Manager Customer Experience Transformation

$114,420 - $152,520/Yr

USG Corporation - Chicago, IL

Full-time - Mid Level

Chicago, IL

5,001-10,000 employees

Accommodation

About the position

The Manager of Customer Experience Transformation will oversee the implementation of a multi-year transformation strategy aimed at enhancing customer experience at USG Corporation. This role involves project management, financial tracking, and collaboration across various departments to ensure a seamless experience for customers. The manager will be responsible for managing project finances, resources, and schedules, while also driving change and engagement activities within the organization.

Responsibilities

• Serve as the overall project controller and project manager for the Customer Experience transformation roadmap.
• Support the implementation of the Customer Experience team's multi-year transformation strategy.
• Manage and control project finances, resources, and schedules to ensure successful delivery of the CX transformation project.
• Track project budgets, monitor costs, and forecast financial performance.
• Collaborate with project managers and stakeholders to identify risks and implement mitigation strategies.
• Design rollout blueprints for new processes and manage the set-up.
• Drive overall project management for the CX transformation strategy implementation.
• Support change measures across stakeholder groups throughout the strategy implementation.
• Prepare executive presentations for CX leadership and relevant stakeholders.

Requirements

• Bachelor's or master's degree in business administration or equivalent preferred.
• At least 5 years of relevant experience in financial and project management in a large organization.
• Relevant experience in a customer experience function (marketing, sales, and service) is a plus.
• Project management certifications are a plus.
• Strong customer mindset and stakeholder management skills.
• Excellent collaboration skills for interacting with cross-departmental project managers and stakeholders.
• Ability to work well under pressure and manage competing priorities.
• Detail-oriented mindset with a focus on accuracy and integrity in project data.

Nice-to-haves

• Fluency in Spanish and/or French is a desired add-on skill.
• Presentation skills and experience are a plus.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid holidays
• Paid time off
• Pet insurance