Program Manager

VML is in search of a PROGRAM MANAGER – CX, PRODUCT DEVELOPMENT

What you’ll do:

• Facilitate and proactively manage the strategy and design phases for customer experiences across digital touchpoints, focusing on websites and content. Ensuring initiatives are on schedule, on budget and within scope.
• Orchestrate & collaborate with cross-functional teams (strategy, design, content, marketing, research) managing day-to-day project schedules, tracking team capacity, coordinating resource assignments, and refining collaborative ways of working to maximize team efficiency and impact.
• Support customer research activities, including user interviews, usability testing, and surveys, to gather insights and inform design decisions. Develop and document research processes for consistent and scalable application.
• Manage the creation of user-centered website and content strategies, aligning them with business goals and customer needs. Help establish and document content strategy and governance processes.
• Lead the development and maintain customer journey maps and other CX artifacts to visualize and optimize the customer experience in partnership with other disciplines. Contribute to building an operational model for ongoing CX measurement and improvement.
• Drive the design development of user-centered website layouts, digital assets and content. Ensure all final designs align with business goals and customer needs, while helping to establish and document design standards and content governance processes.
• Participate in quality assurance testing, focusing on the customer experience and identifying areas for improvement.
• Advocate for the voice of the customer throughout the project lifecycle, contributing to customer-centric solutions. Help embed customer feedback loops into product development processes.
• Collaborate as an active member of the Delivery team to co-create, optimize, and maintain shared delivery tools, templates, and operational processes, driving continuous improvement and standardizing best practices across the PMO.

Who you are:

• Customer-focused: Passionate about creating positive customer experiences and understanding customer needs.
• Strong communicator and collaborator: Clearly communicate customer insights and design recommendations to stakeholders. Facilitate effective cross-functional collaboration.
• Process-oriented problem-solver: Identify and address customer pain points through thoughtful design solutions. Develop and improve operational processes for CX.
• Organized and detail-oriented: Maintain organization and attention to detail in CX design and implementation, including process documentation.
• Proficient in CX methodologies and tools: Familiar with customer research methods, journey mapping, service blueprinting, and human-centered design principles.
• Driven to improve ways of working: Proactive in identifying opportunities to optimize processes and create more efficient and effective workflows.
• Comfortable in agile environments: confident leading, managing, and facilitating core sprint ceremonies and routines to keep multi-disciplinary teams on track.

What you’ll need:

• 5-7 years of experience in customer experience (CX) design, product development, or a related field: Demonstrated experience applying CX methodologies to digital projects and websites, including experience developing and improving related processes.
• Practical experience in Agile methodologies: Proven track record working within an agile product lifecycle, with strong comfort levels independently facilitating core sprint ceremonies.
• Client & Agency partner experience: Demonstrated success working with enterprise-level clients and navigating cross-agency environments.
• Solid understanding of CX principles and frameworks: Knowledge of Forrester's definition of CX and its implications for website and content development. Experience operationalizing CX principles within a team or organization.
• Experience with customer research methods and process development: Familiarity with user interviews, usability testing, and surveys.
• Technical aptitude and process orientation: Understanding of website technologies (HTML/CSS). General familiarity with the technical product lifecycle and navigating handoffs of creative designs to development teams to build.
• Portfolio showcasing CX projects and process improvements (preferred): Examples of past projects demonstrating your ability to apply CX principles and methodologies, as well as examples of process development or improvement initiatives.
• Agency experience (preferred, but not required): Experience working within an agency environment or a similar collaborative setting.
• Loyalty program experience (preferred, but not required): Experience working within a loyalty program or similar setting.