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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer experience management, project management, and technology implementation, with a strong focus on delivering scalable and secure digital solutions. Proven ability to analyze customer data and improve processes while leading and mentoring engineering teams.
Highest-signal resume keywords
Customer Experience ManagementProject ManagementData AnalysisDigital Solutions DevelopmentTeam Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Project ManagementData AnalysisCustomer Experience Best PracticesTechnology ImplementationCybersecurity DocumentationFeature PrioritizationVendor EvaluationDigital Tool ManagementCustomer Feedback SystemsScalability Standards
Soft Skills
Excellent CommunicationCross-Functional CollaborationProblem-SolvingMentoring
Tools & Technologies
Azure DevOpsCustomer PortalMobile AppRewards ProgramMessage CenterForms Digitization
Industry Keywords
Customer BehaviorIndustry TrendsRegulations and StandardsCustomer Experience Strategy
Tech Stack
Tools & technologiesAzureCyber Security
About the role
Key responsibilities & impact- Oversee the engineering strategy in alignment with the Customer Experience division strategy
- Maintain technology and infrastructure vendor relationships
- Lead, develop, and oversee team resources, collaboration, documentation, and security
- Deliver scalable, secure, and innovative customer-facing digital solutions
- Maintain, update, and support the Customer Portal, Mobile App, Rewards Program, Message Center, and Forms Digitization projects
- Manage new digital customer tools and collaborate with testing resources
- Ensure platform scalability, performance, and security standards across digital touchpoints
- Ensure technical and cybersecurity-related documentation is complete
- Prioritize feature releases and sprint work in Azure DevOps
- Integrate new technologies, evaluate vendors, and foster innovation
- Lead technology implementation for customer experience pilots and incubations
- Collaborate with Customer Experience, IT, Operations, Product, and Marketing/Brand teams
- Analyze and improve customer-facing processes
- Collect and analyze customer data to inform strategy and continuous improvement
- Develop systems for collecting, analyzing, and responding to customer feedback
- Mentor and develop engineering team members
Requirements
What you’ll need- Strong understanding of technology and tools used in customer experience management
- Ability to analyze data and derive actionable insights
- Strong project management skills
- Excellent communication skills for cross-functional collaboration and stakeholder presentations
- Ability to identify issues and develop effective solutions
- Deep understanding of customer experience best practices and principles
- Knowledge of industry-specific trends and customer behavior
- Awareness of relevant regulations and standards
- 5+ years of experience in customer experience management, engineering, or a related field
- Proven experience managing projects, including planning, execution, and delivery
- Bachelor’s degree in computer science, management information systems, or related field
- Combination of education and/or relevant work experience may be accepted in lieu of degree
Benefits
Comp & perks- Hybrid availability
- 401(k) with company match
- Health insurance
- Paid time off and holidays
- Volunteer time off
- Lifestyle Spending Account (LSA)
- Paternity leave
- LinkedIn Learning Premium access
- CliftonStrengths® assessment and coaching
- On-site and virtual workshops and cohorts
- Free insurance acumen courses through AHIP and LOMA
- Reimbursement and bonus opportunities for professional designations and certifications
- Tuition reimbursement program
- Mentorship programs