Employee Experience (EX) Program Manager

Overview 

You understand the power of great service experience and its ability to inspire customer behavior. You have a keen understanding of what it takes to deliver exceptional services, both in front of the house and behind the scenes.  But most of all, you see all of this in the context of furthering our clients’ core mission or business. The issues to be resolved are often difficult to define and quantify; may involve complex, traditionally competing interests; are often characterized by senior leadership interest and visibility, and require extensive probing and analysis. 

Project Overview 

Our client seeks to understand the perspectives of its customers and support them through projects that are driven by customer feedback and input. Additionally, our client aims to build a workforce that is supported in excellent customer experience standards, that identifies and executes projects that improve the customer experience (CX) and the employee experience (EX), and to build a strong culture of collaboration and innovation in a human-centered way. Technical Assent will provide customer experience strategy and support to the client to help them identify, diagnose, and address customer experience challenges in government offices, agencies, and programs.  

Project Role  

Responsible for: 

• Set overall strategy for the project/program
• Lead and manage a team of 4-6 people 
• Act as main client Point of Contact, managing relationships and reporting on status throughout the project to the Executive Sponsor and key stakeholders  
• Develop implementation project plan and manage team toward completion of major milestones 
• ​​​Create status reports for leadership outlining progress of project activities, monitoring and assessing project risks, and developing mitigation strategies
• Assist with service design and research efforts – including leading or facilitating interviews, and focus groups, etc.
• Lead the creation of project-specific deliverables, managing team contributions, and providing overall quality control
• Approach every day with a ‘we’ mindset and willingness to collaborate with and learn from teammates
• Independently manage time to complete assigned tasks or entire lines of effort as part of the larger client engagement
• Be a strong critical thinker who sees the big picture while staying delivery-driven
• Connect the big picture between project and client business/mission goals

Project ​​Capabilities 

Candidate should have the ability to:  

• Independently develop and manage a project plan
• Oversee client-ready deliverables from conception to presentation
• Manage staff towards completion of activities ensuring on-time delivery of artifacts and deliverables
• Monitor and report on project financials
• Coordinate and oversee progress of project activities
• Work in a team environment, being open to others ideas and working collaboratively to produce well-rounded solutions/deliverables
• Effectively lead team and client meetings
• Be flexible as project scope evolves
• Communicate succinctly both verbally and in writing 

Candidate should have experience:  

• Working with clients in a consulting capacity
• Presenting to and communicating with executive leadership
• Synthesizing data, adapting to any given circumstances, and successfully communicating to drive results 

Travel 

• This position is remote with some travel (<25%) anticipated 

Minimum Qualifications 

• A Bachelor’s degree
• Curious, problem solving, and open-minded approach to work
• Four (4) or more years of relevant consulting experience, including at least two years of program management experience
• Knowledge of or experience working with service design and customer experience projects, preferably in Federal Government or other public-sector contexts
• Thrive in a continuous Build-Measure-Learn cycle
• Engage with technology with comfort and ease (Power Point, Word, Excel, Teams, Monday, Slack, Mural, etc.)
• Excellent verbal and written communication skills
• Ability to obtain a Public Trust security clearance 

Preferred Qualifications 

• Project Management Certification (e.g., Project Management Professional)
• Experience leading an employee experience (EX) / service design project
• HCD Certifications (e.g., LUMA, IDEO)
• Agile Project Management Certifications (e.g., Certified Scrum Master) 

The Company

Technical Assent is passionate about services – in government, business, and not-for-profit. We design exceptional service experiences, engineer them to be robust, and deliver real capability and business outcomes for our clients. You will be working on government programs that have strategic importance to our client.  Your team will work IN and ON the client’s core mission – helping them to deliver their services day-to-day while simultaneously looking for opportunities to improve.  Our work is Driven by Evidence, Grounded in Understanding, and Focused on Impact.  

A Little About Our Culture

We look for these attributes in our teammates.

• Our team combines the creative and the pragmatic to deliver the results that matter most to our clients.  We see beauty when art and science come together.
• We seek self-starters, people who are confident in tackling challenges independently and bringing this to high-performing teams.  We continually seek feedback from our customers and employees, looking for opportunities to grow.
• We are a small company which gives you an essential voice in shaping our culture.  You will help grow our culture, and you will grow from the experience, too.

You will be part of a team to take an improvement concept and transform it into a capability – an asset that provides measurable value to our client’s mission.  The team will work with users, prototype, develop, and deliver new capabilities.  We hold ourselves accountable to impacting outcomes.