Project Manager

Project Manager - Customer Experience (CX)

On behalf of our client, Procom is seeking a PM for a 6 month contract in Edmonton AB (preferred).

Project Manager Job Details Implementation will lead the development, coordination, reporting, measurement, integration and continuous improvement of proposed resolutions identified by the business to drive enhancements to the overall customer experience.

This role, with the support of program business analysts, will take the outcomes (resolution plans) from previously held journey mapping workshops and will complete the following deliverables :

Development : Applying project management methodologies, engaging CXT program team SMEs, and using already prepared draft documentation & concepts, the Project Manager will be expected to develop and implement best practice framework / methodology for CX Journey Resolution Implementation.

This documentation will be used as the governing model for overall resolution implementation. Includes the consideration and finalization of a Prioritization Model to be applied to all resolutions to support in the decision-making process.

• Coordination : Engage with identified resolution sponsors and leads to demonstrate methodology and execute workshops to review resolutions proposed, apply prioritization model framework, and establish ongoing reporting / meeting cadence to capture status.
• Reporting : Establish monthly status reporting that will be distributed to the CXT Program team and resolution sponsors / leads to reflect improvements being made.

Should include elements such as : funding, timeframes, dependencies, risks / issues, comments, etc.

Measurement : Engaged with resolution sponsors, leads and CXT Program team, establish a supporting scorecard to capture resolution KPIs.

KPIs identified should be tied to desired customer journey future state outcomes and overall CXT Program metrics.

• Integration : Find ways to integrate with other Electric teams that are considering executing similar functionality (Opportunity for Improvement (OFI) Program, or Process Performance teams).
• Continuous Improvement : Lead follow up sessions to find ways to continuously improve and automate the CX Journey Resolution Implementation approach and supporting technologies.

Project Manager Responsibilities

• Project manager professional with a demonstrated ability to use common project methodology, tools, and techniques to develop and document the governing approach to managing implementation of new initiatives from awareness to final execution stages.
• Involvement in business transformation initiatives and organizational change management.
• Delivering in alignment with overall CXT Program vision and customer strategy.
• Engage cross-functional teams in a way that is informative and considerate to conflicting priorities.
• Excellent interpersonal and communication skills with an articulate and friendly approach.
• Organization, accuracy and attention to detail.
• Knowledge of business process analysis and design techniques, including the use of modelling and collaborative tools.

Preferred :

• Awareness of Lean Six Sigma principles and / or certification.
• An understanding of the utilities landscape within Alberta.
• An understanding of customer experience methodologies and those related to the customer journey mapping process.

Project Manager Assignment Length

6 months with potential extensions.

Project Manager Location

Edmonton AB (preferred)