FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Experience Management and Cross-Functional Project Management, with a strong focus on Business Analysis and Strategic Thinking. Proven ability to lead complex initiatives and optimize processes to enhance service performance and align with business objectives.
Highest-signal resume keywords
Customer Experience ManagementCross-Functional Project ManagementBusiness AnalysisProgram ManagementStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business AnalysisCustomer Needs IdentificationProcess DesignProcess OptimizationProcess DocumentationRisk ManagementStrategic ThinkingProgram ManagementProject ManagementData Analysis
Soft Skills
CommunicationLeadershipCollaborationProblem SolvingAnalytical Thinking
Industry Keywords
Customer ExperienceFrontline OperationsDigital ExperienceAI-Enabled SolutionsBusiness ObjectivesOperational TargetsService PerformanceEnterprise FunctionsInitiative LaunchesExperience Strategy
About the role
Key responsibilities & impact- Own the end-to-end consumer case management experience across assisted, digital, and AI-enabled channels
- Direct tools used by frontline and back-office teams to resolve cases
- Guide digital experiences for customers to submit, track, and receive case updates
- Apply agentic AI to automate and accelerate case handling
- Set direction and prioritize investments
- Align Product, IT, UX, Digital, Training, Readiness, and Care leadership
- Collaborate cross-functionally to connect business goals, architectures, and requirements frameworks to identify customer experience opportunities
- Analyze interactions among people, processes, and technology to guide technology strategies and achieve business objectives
- Capture and analyze business goals and processes to recommend improvements supporting strategic and operational targets
- Identify and resolve service interaction pain points to improve service performance and align with sales metrics
- Serve as subject matter expert for customer experience considerations during new initiative launches and monitor ongoing performance
- Engage field leadership and operational teams to inform experience strategy and provide recommendations to executive leadership
- Perform other duties and projects as assigned by business management
Requirements
What you’ll need- Bachelor's Degree and 7 years of related work experience, or a combination of education and experience deemed equivalent (Required)
- Acceptable areas of study include Business Administration, Marketing, Communications or related field (Preferred)
- At least 18 years of age
- Legally authorized to work in the United States
- Business Analysis
- Communication
- Cross-Functional Project Management
- Customer Experience Management
- Customer Needs Identification
- Program Management
- Risk Management
- Stakeholder Management
- Strategic Thinking
- Travel required
- 4 years project or program management (Preferred)
- Experience leading complex cross-functional efforts across multiple enterprise functions (Preferred)
- Extensive experience planning and deploying business or IT initiatives, preferably both, and modeling business processes using a variety of tools and techniques (Preferred)
- Prior experience supporting Frontline Operations across multiple lines of business (Preferred)
- Proven leadership in establishing, innovating and improving customer and frontline experience processes (Preferred)
- 8+ years’ experience in process design/management, including process design, optimization, analysis and documentation (Preferred)
Benefits
Comp & perks- Annual stock grant
- Employee stock purchase plan
- 401(k)
- Free, year-round money coaches
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible spending account
- Paid time off
- Up to 12 paid holidays
- Paid parental and family leave
- Family building benefits
- Back-up care
- Enhanced family support
- Childcare subsidy
- Tuition assistance
- College coaching
- Short- and long-term disability
- Voluntary AD&D coverage
- Voluntary accident coverage
- Voluntary life insurance
- Voluntary disability insurance
- Voluntary long-term care insurance
- Mobile service and home internet discounts
- Pet insurance
- Commuter and transit programs
- Career growth opportunities