CX Program Manager - Customer Experience & Product Delivery

VML

Detroit (MI)

Hybrid

USD 60,000 - 140,000

Full time

8 days ago

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Benefits offered by this job

Hybrid work model

Competitive benefits

Job summary

VML, part of WPP, is seeking a PROGRAM MANAGER – CX, PRODUCT DEVELOPMENT focused on customer experiences across digital touchpoints. You will facilitate strategy and design, collaborate with strategy, design, content, and marketing teams, and ensure projects stay on schedule and within scope.

You will contribute to user research, journey mapping, and content governance while driving CX improvements and aligning designs with business goals.

Qualifications

5-7 years of experience in CX design, product development, or related field.
Experience applying CX methodologies to digital projects and websites.

Responsibilities

Facilitate and manage strategy and design phases for customer experiences across digital touchpoints.
Collaborate with cross-functional teams to manage schedules, resources, and processes.
Support customer research activities including user interviews, usability testing, and surveys.
Develop and document content and website strategies aligned with business goals.
Lead development of CX artifacts like journey maps and measurement models.
Drive design development of user-centered website layouts and digital assets.
Participate in QA testing focused on customer experience improvements.
Advocate for customer voice throughout projects and embed feedback loops.
Collaborate with Delivery team to standardize processes and tools.