Project Manager SeniorĀ 

Location: McLean, VA, VA

• Project management experience, including:
- Schedule management
- Resource management
- Change management
- Risk management
- Issue management 
• Strong background in:
- Mortgage industry
- Finance

Position Overview:
The Client Experience (CX) group within Sales Marketing and Relationship Management is responsible for partnering with the customer-facing business units across the Single Family Division to manage and improve the overall customer experience. The Customer Experience Delivery Office is seeking a Project Management Professional to support the team in the execution of strategic and tactical change management activities that impact our external clients and our internal process activities focused on improving the client experience.  

Responsibilities Include:
•Lead and support the building, execution, and maturing of CX capabilities and related infrastructure, based on industry CX best practices (e.g., CX metrics, dashboards, reporting, etc.)
•Build and maintain analytical tools and associated reporting to inform, track, and monitor the CX.
•Analyze client insights, metrics, and other key information to inform management decision-making  
•Support projects to manage, improve and sustain the CX to include: creating and maintaining project deliverables and supporting other project needs to meet target timelines (e.g., prioritization, funding, resources, requirements, research and analyses, status reports, issue logs, meeting notes, action items, process flows, proof of concept test plans, and other documents as necessary);  
•Develop and execute management reporting on projects, programs, and appropriate CX initiatives across Single Family as appropriate; 
•Support project administration activities utilizing the appropriate tools (e.g., Project Portal, PlanView, etc.) 

Basic Requirements:
•At least 3 years of experience;
•Bachelor’s degree or commensurate work experience; 
•Project management experience supporting change; 
•Analytical and problem solving skills.  Ability to apply independent thought, connect the dots, and gather insights to solve problems; 
•Communication (both written and verbal) and organizational skills;
•Thrives in a fast-paced, unstructured environment with changing priorities; 
•Ability to multi-task; 
•Open-minded self-starter who can work independently and as part of a team;
•Positively embrace change and be a change agent;
•Ability to analyze the current way of doing business and recommend new best practice approaches; 
•Superior Microsoft suite (Excel, Access, Visio, PowerPoint, Word) experience

Preferred Skills:
•Experience building and using databases to drive analyses and management reporting
•Experience with client experience /customer-facing initiatives
•Understand the support needs of a Sales organization  
•Ability to focus on the customer at all times 
•Experience in developing and tracking performance metrics
•Process improvement experience

Planning & Scheduling    Medium    5 - 7 Year

Other Skills: Project management, meeting facilitation, organizational skills