CX Project Manager (Client / Customer / Consumer Experience)

Location: McLean, VA

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 Manager to lead 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.  Seeking a candidate who is motivated with an interest in seeking partnership opportunities to improve the customer experience.  The Project Management Manager will work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Some of the functions managed by Project Management Manager are recurring monthly activities, while others are ad hoc; essentially all are time sensitive and require collaboration with the SF Sales Marketing and Relationship Management team and other customer-facing business partners. 

Responsibilities Include: 
•  Lead and execute projects to manage, improve and sustain the CX, driving a cooperative effort among members of a project team;
•  Support the implementation of the CX strategy and the building of CX capabilities and related infrastructure, based on industry CX best practices;
•  Create and maintain project deliverables and 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);  
•  Accurately identify, assess and report the risk/issues associated with projects;
•  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.); 
• Partner with industry participants to stay abreast of the latest thinking in the customer experience and best practices;                 
 • Identify and implement the appropriate methodologies, processes and tools to manage and improve the customer experience;          
• Contribute to the development, maintenance, implementation, and reinforcement of a customer-centric culture including specific rituals and routines, CX vision, design principles, values, and beliefs.  
• Periodically present on key customer experience related efforts to senior leadership;

Basic Requirements
•8-10 years of related professional work experience 
•Bachelor’s degree in Business, related field or equivalent work experience
•Project management experience and ability to positively embrace change and be a change agent;
•Strong influencing and interpersonal skills
•Experience applying industry best practices, analytical frameworks, process improvement tools, methodologies, and structured problem-solving techniques 
• Ability to apply independent thought, connect the dots, and gather insights to solve problems; 
•Success in working effectively across organizational silos to achieve tangible business results
• Superior 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;
• Superior Microsoft suite (Excel, Visio, PowerPoint, Word) experience

Preferred Skills
•MBA, other graduate degree or advanced studies 
•Experience in the Mortgage Industry/Financial Services
•Experience in the Single Family business area
•Experience driving change in a customer-facing business area / the customer experience
•Lean Six Sigma or other process improvement credentials
•Experience with customer journey-mapping techniques and/or other tools and structured methodologies focused on improving the customer experience
• Understand the support needs of a Sales organization  
• Ability to focus on the customer at all times