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Commercial Card Client Experience - Project Manager

Req #: 180017346
Location: Chicago, IL, US
Job Category: Project Management
Job Description:
This project manager role is within the Commercial Card Client Experience Team.  The Commercial Card Client Experience Team is charged with championing the voice of the customer and promoting customer experience design thinking to innovate within the Commercial Card organization.  As a member of the team, this role will work to perform assessments, data gathering and root cause analysis with an eye toward identifying opportunities to enhance the client experience end to end.  The project manager must have a passion for the customer and an aptitude for documenting and analyzing current state and identifying product, service and process improvements.
The core responsibilities of this position include:
  • Performs assessment, data gathering, and root cause analysis to identify opportunities to enhance client experience
  • Plays active role in supporting client experience understanding and solution innovation
  • Creates journey maps and designs to define new processes or business requirements
  • Conducts client experience analysis on problem issues and complaints, and mapping of processes across the life cycle
  • Works well across teams – technology, operations, service, sales, program and product teams –  to accomplish end goals
  • Supports initiatives, monitors details, and sets priorities
  • Escalates project issues and risks appropriately, and drives them to resolution by proactively identifying potential obstacles
  • Identifies and documents best practices, and drives implementation
  • Prepares standard and ad hoc management reports and presentations
To qualify for this role we require direct experience in the following areas and skill sets:
  • Experience working in client experience, marketing, product management, project management, consulting, or process improvement roles
  • Analytical and conceptual thinking; ability to understand systems and processes
  • Capable of synthesizing large amounts of data and information to develop strategic conclusions
  • Intellectually curious with interest in knowledge gathering and problem solving
  • Ability to be flexible, follow tight deadlines, organize and prioritize work in order to support concurrent projects
  • Proactively seeks guidance, clarification and feedback from others
  • Strong attention to detail
  • Bachelor degree required
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