CX Program Manager in Philadelphia. PA at Radian Group Inc

Date Posted: 7/29/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    7/29/2020

Job Description

The Customer Experience Manager will define the customer experience and drive initiatives to improve the "ease of doing business" for MI customers. This position will be responsible for performing an analysis of "customer pain points" for MI product and service offering and implement initiatives to drive improvements to address issues. This position will be required to understand the overall business dynamics, strategic objectives, IT landscape and business culture to enhance the overall customer experience.

Primary Duties and Responsibilities

  • Drive technical and non-technical initiatives to directly improve Radian's MI customer experience.  Perform root cause analysis and identify approach to address customer issues and implement improvements.  Establish metrics to measure the success of initiatives.
  • Represent the customer in corporate initiatives and ensure requirements accurately reflect customer needs.  Ensure customer needs are represented and requirements are documented for technical and non-technical projects.  Perform User Acceptance Testing on behalf of the Radian MI customer for technology initiatives.  Create test plans for new functionality and regression testing.
  • Implement listening programs to measure Radian's customer satisfaction and monitor feedback thru Medallia.   Ensure customers receive a timely response to constructive feedback.  Identify opportunities to  enhance the customer experience.
  • Monitor customer operational issues and pain points.  Champion the efforts to address issues and communicate the resolution to those impacted.  Ensure the customer experience is consistent, easy and intuitive.
  • Partner with Radian's Marketing team to develop marketing strategy and collateral related to CX improvements.  Provide support for customer facing communications and talking points for internal users.  Develop user support materials.


Job Specifications

Knowledge:

  • The ideal candidate will have 10 years experience implementing change using an analytical, process-oriented mindset and a data-based approach. 
  • They will have excellent project, program or product management skills that have been demonstrated within the mortgage industry. 
  • Experience in customer experience, change management, product or program management, six sigma or other process improvement techniques is desired. 


Skills and Abilities:

  • Demonstrated comfort level with ambiguity.
  • Experience performing needs assessments and eliciting customer feedback.
  • Ability to clearly articulate the customer's needs and drive solutions across multiple business units.
  • Experience designing process and/or user interaction.
  • Ability and willing to make decisions and recommendations  based on sound business acumen and judgment. 
  • Demonstrated success in developing and managing relationships to accomplish business objectives.
  • Demonstrated effectiveness at facilitating events or workshops, including excellent communication and presentation skills, both verbal and written
  • Outstanding presentation development and delivery skills, with the ability to speak to end-users and C-level executives
  • Excellent project management and prioritization skills.
  • Highly organized, exceptional planning and time management skills.
  • Ability to drive and influence teams to meet deadlines.
  • Experience writing training or procedural documents.


Prior Work Experience

  • Technical:   8 - 10 years
  • Supervisory:   None


Education and Credentials

  • Required:    Bachelor’s Degree

At this time, Radian is unable to sponsor applicants who require work visas.

EEO Statement

Radian complies with all applicable federal, state, and local laws prohibiting discrimination in employment.  All qualified applicants will receive consideration for employment without regard to gender, age, race, color, religious creed, marital status, gender equity, sexual orientation, national origin, ethnicity, ancestry, citizenship, genetic information, disability, protected veteran status or any other characteristic protected by applicable federal, state, or local law.

If you are a person with a disability and need assistance in the application process please send an e-mail message to recruitment@radian.biz.

CHECK OUT OUR SIMILAR JOBS

  1. Project Jobs
  2. IT Project Manager Jobs