iQuasar LLC Looking for Customer Experience Manager at Remote Full Time

We are looking for a Customer Experience Manager for one of our clients.

· Title: Customer Experience Manager

· Remote Acceptable: Yes

· Clearance Level: Public Trust

Roles and Responsibilities:

The contractor shall provide ITPS expertise in understanding all aspects of customer and supplier journeys for cloud, hardware, and software acquisitions. These may include customer, supplier, workforce, and systems touchpoints. Contractor customer experience professionals will work closely with similar initiatives within GSA in conducting this work.

Responsibilities:

Develop and implement customer strategy. This work includes but is not limited to:

· Utilizing human centered design methods, tools, and approaches, such as: design thinking, service design, content design, product design, behavioral science, ethnographic research, usability research, or accessibility assessment.

· Producing user needs specs & experience goals, personas, and storyboards;

· Making findings relevant and impactful for design and action through a variety of formats such as insights, stories, videos, experiences, and exhibits:

· Designing product and service ideas with low and high-fidelity mockups using methods like sketching, wireframing, and or prototyping.

The contractor shall develop and maintain a customer experience strategy activity schedule detailing planned outcomes, engagements, and work products under development during the TO period of performance. It shall be incorporated into the Project Plan maintained by the Project Manager. Initial activity schedule due one month after the date of the notice to proceed. The schedule shall be updated no less than once per month, by the 5th.

Journey Mapping and service blueprinting. The contractor shall create and maintain journey maps and service blueprints documenting the experience of ITPS stakeholders during their journeys. The contractor shall identify and ITPS shall agree to journey mapping and service blueprinting priorities during the period of performance. Journey maps and service blueprints for initial priorities shall be delivered by the contractor no later than two months after the notice to proceed.

Conduct Research. The contractor shall conduct user research on behalf of ITPS to understand the behaviours of stakeholders along cloud, hardware, and software acquisition journeys.

· Develop user research plans with an understanding of how disparate systems function and change over time with multiple user groups;

· Execute research that helps ITPS better understand stakeholder needs to inform improvements to products, services, policies, and processes.

· User research planned outcomes, engagements and work products shall be captured in the customer experience strategy activity.

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Qualifications:

· Accredited Bachelor’s degree

· 5+ years of experience in customer experience as an individual contributor.

· Excellent verbal and written communication.

· 5+ years’ experience in journey mapping and service blueprints

Desired Certifications:

· Certified Customer Experience Professional (CXXP)

· Medalia Operational Customer Experience Management

Job Type: Full-time

Pay: $110,000.00 – $145,000.00 per year

Schedule:

• Day shift

Work Location: Remote