Customer Experience: Program Manager (m/f/d)

TN United Kingdom; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An innovative company is seeking a Customer Experience Program Manager to enhance customer interactions and improve service delivery. This role involves managing projects, analyzing data, and collaborating across teams to ensure successful program execution. The ideal candidate will have a strong background in program management, excellent communication skills, and a passion for delivering high-quality results. Join a diverse and inclusive workplace where your contributions will be valued and your career can flourish.

Qualifications

• 5+ years of experience in data analysis and program management.
• Degree in Business or related field with a technical focus.

Responsibilities

• Develop and manage interconnected projects to improve customer experience.
• Coordinate internal and external teams to execute projects.

Skills

Data Analysis

Program Management

Communication Skills

Project Management

Stakeholder Management

Education

Degree in Business Information

Degree in Business Administration

Degree in Program Management

Degree in Informatics

Job description

Social network you want to login/join with:

Customer Experience: Program Manager (m/f/d), London

col-narrow-left

Client:

Personio

Location:

London, United Kingdom

Job Category:

Customer Service

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

bdaba15d15bf

Job Views:

9

Posted:

26.04.2025

Expiry Date:

10.06.2025

col-wide

Job Description:

The Role: How you'll make an impact at Personio

This position can be office-based (hybrid) in one of the following countries: Germany, Spain, Ireland, the Netherlands, or the UK.

As a Program Manager within the Customer Experience Strategy & Operations (CXSO) team, you will develop, organize, and coordinate inter-connected projects within our organization, with an overall goal of improving the customer experience while using the product and interacting with Personio from the post-sales perspective.

You will be responsible for owning a program of work selected from a pipeline of priorities within the CX organization. You will craft a situation analysis to provide a common and foundational understanding of the problem(s) to solve, develop an operating plan for your program of assignment, create and manage program KPIs, and project-manage all ongoing program activities.

Role Responsibilities: What you'll do

You are responsible for strategic and operational enablement related to your customer programs and/or projects of ownership, including creation of project plans; development of deadlines, budgets, and workstreams; application of change, risk, and resource management; design of process flows and components needed for program/project execution; and management of centralized communication with all operational and strategic stakeholders

You coordinate internal and external teams and departments to execute projects within each program

You work cross-functionally to implement, measure, and refine elements of your program

You develop the right metrics to understand the impact and success of the projects within your ownership

You develop regular data analysis and reporting to track progress against KPIs

You share your findings and analyses with CX leadership and relevant cross-functional stakeholders

You establish yourself as a data-driven customer advocate

Role Requirements: What you need to succeed

You have a degree with a focus on Business Information/Business Administration/Program Management/Informatics or a corresponding field, ideally with a technical focus or data focus

You have at least 5 years of relevant data analysis and/or program management experience, ideally in the B2B/SaaS service environment

You are a team player but also assertive, resilient, and very motivated

You have high quality standards for your own work and communicate problems at an early stage

You demonstrate logical and analytical thinking in combination with a high degree of data quality

You have a very good written expression and strong communication skills in English

You have the ability to make complex matters accessible to different stakeholders

Why Personio

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.