Program Manager, Customer Experience

TN United Kingdom; Belfast; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a passionate Customer Experience Program Manager to enhance customer journeys. In this dynamic role, you will lead cross-functional initiatives, improve internal processes, and ensure that customer voices are heard throughout the organization. Your strong project management skills and attention to detail will be crucial in building program scopes and timelines. If you thrive in collaborative environments and are eager to make a meaningful impact, this opportunity is perfect for you.

Qualifications

• Experience in improving internal processes for better customer experiences.
• Strong understanding of project management principles and metrics.

Responsibilities

• Lead program work to enhance customer outcomes and experiences.
• Build strong relationships across the organization to drive improvements.

Skills

Customer Experience Management

Project Management

Cross-functional Collaboration

Metrics and Reporting

Communication Skills

Job description

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Program Manager, Customer Experience, Belfast

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Client:

Rapid7

Location:

Belfast, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

4cf3eb56092e

Job Views:

7

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Job Summary:

As a Customer Experience Program Manager at Rapid7, you will strive for customer excellence while working cross functionally to improve customer’s experiences across their entire journey.

About the Team:

The Customer Experience team is responsible for bringing the Rapid7 customer voice and best practices to the experiences that our customers will have with Rapid7. Working cross functionally to map out customer journeys, program manage experience improvements and consult on what is best for Rapid7 customers with internal teams.

About the Role:

In this role you will:

Bring your passion for customers and their experiences everyday to your work

Learn from Rapid7 customers, embody their voice and bring to internal teams and program work

Build out program scope, plans, timelines & milestones

Lead program work that improves customer outcomes

Identify metrics and their use in a program to measure outcomes

Host workshops and brainstorming sessions using creative ways of bringing new ideas out of a group

Identify potential risk in program work and work with leadership on mitigation plans

Research and bring best practices to program work and internal cross functional teams

Build strong working relationships across the organization

The skills you’ll bring include:

Previous experience updating and improving internal processes leading to positive customer experiences

Proven track record of working across an organization within the business and understanding how their work impacts each other

Understanding of metrics and reporting and their use in a program to measure outcomes

Developed understanding of project management and business operations

Experience running small to medium sized programs with cross functional stakeholders

Assisted in large cross functional programs running certain work streams and bringing the changes across the globe

Able to build out program scopes, plans, timelines and milestones

Understanding of program management principles and how to apply these to their work

Strong attention to detail

Strong communication skills (oral and written), with the ability to be both assertive and influential across teams within the organization.

Storytelling skills with the ability to share the “why” of a program

We know that the best ideas and solutions come from multi-dimensional teams. That’s because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.