Project Manager, Insurance Customer Experience (USA Remote)

Lensa; Raleigh (NC); Remote; USD 91,000 - 170,000; Full time

Job summary

A leading company is seeking a Project Manager to enhance customer experience and operational efficiency through strategic project management. The ideal candidate will have solid project management skills, experience in delivering customer insights, and strong capabilities in leading cross-functional teams. This role involves planning complex projects, managing customer surveys, and driving measurable process improvements.

Benefits

Comprehensive benefits program

Flexible work schedule

Remote work options

Paid time off

Qualifications

• 5-7 years of experience in project management with a preference for customer experience.
• Proficient in project management tools and methodologies.
• Ability to lead cross-functional teams and high attention to detail.

Responsibilities

• Plan, manage, and execute complex projects.
• Design and deliver customer feedback surveys.
• Establish a streamlined reporting process.

Skills

Project Management

Analytical Skills

Communication

Customer Satisfaction

Education

Bachelor’s degree in business, project management, or a related field

Tools

Microsoft Excel

Salesforce

Microsoft Power Platform

Job description

Project Manager, Insurance Customer Experience (USA Remote)

Project Manager, Insurance Customer Experience (USA Remote)

3 days ago Be among the first 25 applicants

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Job Description

The Manager, Project Management is a strategic and operational leader within the Customer Experience Voice of the Customer (VoC) team. This individual is responsible for managing multiple projects that drive customer satisfaction, operational efficiency, and team success. The role combines leadership, organization, and technical expertise to manage projects, improve processes, and deliver measurable results aligned with the team’s and organization’s goals.

The ideal candidate will possess strong project management skills, a collaborative mindset, and the ability to communicate effectively with diverse stakeholders, from operational teams to senior executives.

Key Responsibilities

Project Management:

Plan, manage, and execute complex projects to ensure timely delivery, adherence to scope, and alignment with organizational goals. Identify risks, mitigate challenges, and maintain clear communication with stakeholders to ensure project success.

Develop, implement, and manage project plans, ensuring that scope, timeline, budget, and quality expectations are met. Identify risks, create mitigation strategies, and proactively resolve project challenges. Lead cross-functional teams to ensure alignment and drive project completion. Maintain a detailed project schedule and provide regular updates to stakeholders on project progress, milestones, and deliverables.

Customer Survey Process Management

Design, program, and deliver customer feedback surveys for ISB Customer Community events on time. Analyze results to extract actionable insights and create LLAs (Listen, Learn, Act) to drive customer satisfaction and loyalty, while sharing results with the event team to inform future improvements.

Collaborate with the event team to design, program, and test feedback surveys for ISB Customer Community events. Provide the event team with survey links for customer distribution. Analyze survey results, develop actionable insights, and create corresponding Listen, Learn, Act (LLA) documents for input into the LLA process. Deliver survey insights and reports to the event team and other stakeholders.

PMO Excellence

Establish a streamlined reporting process to provide weekly updates on team accomplishments, progress against key projects, and challenges. Include metrics and insights from PowerBI dashboards to ensure leadership has clear visibility into project performance and outcomes.

Establish and manage a high-functioning Project Management Office (PMO) to monitor, report, and guide team initiatives. Create and deliver weekly reports summarizing team accomplishments, project progress, challenges, and leadership asks. Integrate data-driven insights from PowerBI dashboards into reporting.

Product Operations Management

Document and implement standardized product operations processes, including templates and review cadences, to ensure alignment and consistency across all product lifecycle management activities.

Document and standardize product operations processes, including templates, to support lifecycle management. Manage scheduling and execution of review cadences, including gate reviews and milestone tracking. Ensure consistent communication and alignment with product managers and owners.

Process Improvement

Identify and implement measurable process improvements that enhance efficiency, streamline workflows, and improve customer satisfaction. Focus on introducing tools and practices that deliver significant value to the team and organization.

Evaluate and enhance existing processes to increase efficiency, improve customer satisfaction, and align with best practices. Identify opportunities for automation and implement tools to optimize workflows.

Team Enablement

Provide coaching and support to teams to ensure they are fully prepared for leadership reviews and project milestones. Foster a collaborative environment and continuously develop team capabilities, achieving high satisfaction from participants in coaching sessions.

Foster collaboration across teams, ensuring alignment with strategic goals and customer-focused outcomes. Partner with the Customer Experience Senior Director to prepare teams for leadership reviews and key project milestones.

Reporting And Analysis

Leverage tools such as Microsoft Excel, Salesforce, and the Microsoft Power Platform (PowerBI, Automate, Query) to track, analyze, and report on project performance and team metrics. Use data insights to guide decision-making and recommend strategies to improve project outcomes.

Key Qualifications

Education and Experience:

• Bachelor’s degree in business, project management, or a related field (advanced degree preferred) or proven competency based on experience.
• Minimum of 5-7 years of experience in project management, with a strong preference for experience in customer experience or product operations.
  
  

Technical Skills

• Proficiency in project management tools and methodologies (project management certification preferred: PMI, Agile, …)
• Advanced proficiency in Microsoft Excel, Salesforce, and Microsoft Power Platform tools (PowerBI, Automate, Query).
  
  

Core Competencies

• Exceptional organizational skills with the ability to manage multiple, complex projects simultaneously.
• Strong analytical and problem-solving skills to drive actionable insights from data.
• Excellent communication skills, with the ability to convey complex information to both technical and non-technical audiences, including senior leadership.
  
  

Leadership And Collaboration

• Proven ability to lead cross-functional teams and influence without direct authority.
• Experience coaching and mentoring team members to improve performance and capabilities.
  
  

Personal Attributes

• High attention to detail, with a proactive and results-driven mindset.
• Adaptability to changing priorities and a fast-paced work environment.
• Strong commitment to delivering high-quality work that meets or exceeds expectations.
  
  

Change Management

• Lead change management initiatives to ensure smooth adoption of new processes, tools, and systems.
  
  

Position Objectives And Results

Product Operations Consistency: Document and implement standardized product operations processes, including templates and review cadences, to ensure alignment and consistency across all product lifecycle management activities.

Results: Document and standardize 100% of processes and templates within six months. Ensure a 90% on-time completion rate for gate reviews and lifecycle milestones.

ISB Event Survey Management: Design, program, and deliver customer feedback surveys for ISB Customer Community events on time. Analyze results to extract actionable insights and create LLAs (Listen, Learn, Act) to drive customer satisfaction and loyalty, while sharing results with the event team to inform future improvements.

Results : Deliver 100% of surveys on time, with LLAs created for all survey results within two weeks of closure. Provide actionable insights to the event team within one week of analysis.

Project Management: Plan, manage, and execute complex projects to ensure timely delivery, adherence to scope, and alignment with organizational goals. Identify risks, mitigate challenges, and maintain clear communication with stakeholders to ensure project success.

Results: Complete 95% of projects on time, within scope, and aligned with goals. Proactively mitigate 90% of risks to minimize disruptions.

PMO Reporting: Establish a streamlined reporting process to provide weekly updates on team accomplishments, progress against key projects, and challenges. Include metrics and insights from PowerBI dashboards to ensure leadership has clear visibility into project performance and outcomes.

Results: Deliver weekly reports with 95% accuracy, incorporating key PowerBI metrics. Achieve 90% adoption of the centralized project tracking dashboard.

Reporting and Analysis: Leverage advanced tools like PowerBI, Excel, and Salesforce to track, analyze, and report project and team performance metrics. Deliver actionable insights and recommendations to leadership, enabling data-driven decision-making.

Results: Provide insights from all tracked metrics, with three actionable recommendations per quarter. Deliver 100% of reports on time, maintaining <2% error rate.

Process Improvement Implementation: Identify and implement measurable process improvements that enhance efficiency, streamline workflows, and improve customer satisfaction. Focus on introducing tools and practices that deliver significant value to the team and organization.

Results: Implement three measurable process improvements annually. Achieve a 10% year-over-year improvement in workflow efficiency.

Team Enablement and Readiness: Provide coaching and support to teams to ensure they are fully prepared for leadership reviews and project milestones. Foster a collaborative environment and continuously develop team capabilities, achieving high satisfaction from participants in coaching sessions.

Results: Facilitate monthly coaching sessions with 80% positive feedback. Ensure 100% readiness for leadership reviews and key milestones.

Work Environment

• Home office setting, remote work within the United States.
• Schedule: 8:00 AM to 5:00 PM CST, Monday through Friday.
  
  

About DXC

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com .

At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.

Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation.

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $91,400 - $169,700.

Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters . To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

Postings link (https://mandatoryview.com/?LicenceId=c38a7700-5aa2-48a3-b95a-22e6e1fb0721&ProductType=OnlineApplicant&SubType=PG)

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email ([e-mail]) .

Please note: DXC will respond only to requests for accommodations due to a disability.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  IT Services and IT Consulting

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