Sr. Associate, CX Program Management

Sr. Associate CX Program Manager

About Us

We turn customer challenges into growth opportunities.

Material is a global strategy partner to the world’s most recognizable brands and innovative companies. Our people around the globe thrive by helping organizations design and deliver rewarding customer experiences.

We use deep human insights, design innovation and data to create experiences powered by modern technology. Our approaches speed engagement and growth for the companies we work with and transform relationships between businesses and the people they serve.

About Sr. Associate CX Program Manager Role

We’re looking for a passionate and results-driven Customer and Employee Experience Program Manager to join our team.

At Material, we enable high-value, personalized customer and employee experiences that drive growth through the power of deep human insights, design, and modern technology.

As the Senior Associate of Program Management, you will focus on Customer (CX) and Employee (EX) Experience engagements, using the best technology in the world. You will be at the forefront of shaping programs that elevate customer and employee satisfaction, drive loyalty, fix problems, and inspire innovation. You will manage implementations and ongoing services for recognized brands across industries. Not only do you get to learn our business; you’ll learn theirs!

You will play a pivotal role in building relationships with clients and partners, driving strategic initiatives, developing roadmaps, fostering collaboration, and ensuring the delivery of high-quality solutions that align with client goals.

Join us in shaping memorable experiences for our clients and their customers and employees!
 

As Sr. Associate CX Program Manager, you will

• Develop and execute comprehensive programs focused on customer and employee experiences.

• Serve as the primary point of contact for program-related inquiries and escalations.

• Work across functions (external and internal) to define program goals, scope, and deliverables.

• Manage all resources related to a specific project.

• Create all project level documentation for client management and specification. This includes work plans, design guidelines, specification documentation, training material, etc.

• Monitor program performance, find areas for improvement, and work with our clients to develop actions.

• Manage all communication of servicing and implementation with the end client and internal stakeholders.

• Lead design in partnership with internal teams and the client.

• Develop strong relationships with internal and external clients.

• Manage and report on account financials

About You

• Bachelor’s degree+

• At least 2-4 years in project or program management.

• Proficient with Microsoft and Google Products

• Experience in CX Measurement/Management, EX Measurement/Management, Research, Analysis, Organizational Psychology, Customer Service, or Consulting roles is a plus.

• Experience with customer experience management platforms like Medallia, Qualtrics, Forsta, or In-Moment is a plus.

Beyond education and experience, we’re looking for someone who is:

• Enthusiastic about CX and EX: Excited about enhancing experiences for customers and employees, across industries, including retail, financial services, B2B, healthcare, heath care, automotive, and hospitality. Understands the impact of CX and EX on organizational success and is motivated to drive positive change.

• Collaborative: Can work effectively with cross-functional teams and stakeholders towards goals. Seeks input and feedback from others to inform decision-making and drive continuous improvement for themselves, their team, and their clients.

• Empathetic: Shows compassion towards the complex nature of business, customers, and employees. This person wants to understand needs, concerns, and emotions.

• Optimistic: Inspires and motivates others with initiative, self-drive, and focuses on opportunities for growth and improvement.

• Initiative-taking: Wants to find opportunities for improvement, and proactively proposes and implements solutions. Maintains a forward-thinking approach and is always looking for ways to elevate the quality of their deliverables and their clients’.

• Adaptable: Adapts quickly to changing priorities and requirements.

• Curious: Wants to understand the root cause of issues. Wants to know the “Why” before how and when.

• Results Oriented: Loves data and measurable outcomes. Understands the goal and takes ownership to deliver results. Will escalate and ask for support when needed.

• Committed to ongoing learning: Customer and employee experience is always changing. This person should be committed to ongoing learning and development in the field of CX and EX to inform decision-making, guide clients, and drive innovation.

Why work for Material? 

In addition to fulfilling, high-impact work, company culture and benefits are integral to determining if a job is a right fit for you. Here’s a bit about who we are and highlights around what we offer. 

Who We Are & What We Care About 

• Material is a global company and we work with best-of-class brands worldwide. We also create and launch new brands and products, putting innovation and value creation at the center of our practice. Our clients are in the top of their class, across industry sectors from technology to retail, transportation, finance and healthcare. 

• Material employees join a peer group of exceptionally talented colleagues across the company, the country, and even the world. We develop capabilities, craft and leading-edge market offerings across seven global practices including strategy and insights, design, data & analytics, technology and tracking. Our engagement management team makes it all hum for clients.

• We prize inclusion and interconnectedness. We amplify our impact through the people, perspectives, and expertise we engage in our work. Our commitment to deep human understanding combined with a science & systems approach uniquely equips us to bring a rich frame of reference to our work. 

• A community focused on learning and making an impact. Material is an outcomes focused company. We create experiences that matter, create new value and make a difference in people's lives.
   

What We Offer 

In addition to Medical, Dental, Vision, Life, Disability and FSA, Material offers: 

• A work environment that works best for you. Whether that’s fully remote, in one of our offices, or hybrid. 

• Flexible & synchronous time off. We trust our colleagues to take responsibility for and manage their workloads. That’s why we offer Flexible Time Off along with synchronous companywide closures and 11 company holidays.

• 12 weeks of paid parental leave. Every parent deserves to spend the first few months of their new child’s life with them. 

• Help planning for your future. We offer 401K match, as well as periodic financial wellness and planning sessions throughout the year.

Pay Range: $54,600.00 - 85,000.00

The range shown represents a grouping of relevant ranges currently in use at Material. Actual range for this position may differ, depending on location and specific skillset required for the work itself. 

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.

Privacy Statement

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If you need support with a privacy-related matter, please send an email to: [email protected]o