Customer Journey Program Manager
Meta

The Reality Labs Customer Experience team at Meta is focused on improving customer experience across the end-to-end journey by continuously listening to customers, synthesizing the data, and proactively distributing the findings to empower customer centric actions and decisions across the organization. As a Customer Journey Program Manager, you will play a pivotal role in understanding, defining, and monitoring the end-to-end experiences of both consumer and enterprise customers as they engage with Meta's AR and VR products and services. You will utilize your wealth of experience in customer journey mapping and service blueprinting to identify areas for improvement and optimize the customer experience. The successful candidate is data driven, leveraging analytics in understanding and driving the experience design and improving processes. You will also demonstrate a proven ability to forge strong cross-functional relationships and communicate effectively, navigating ambiguities with ease in a dynamic, fast-paced environment.

Customer Journey Program Manager Responsibilities:

• Build, scale, and manage a customer journey program to drive understanding of consumer and enterprise customer experiences, identifying improvement opportunities, and leveraging insights to drive action within the Reality Labs organization
• Utilize journey mapping best practices to map end-to-end customer journeys for critical experiences
• Develop, monitor, and leverage journey analytics to help identify impactful experiences based on customer goals and business outcomes
• Build service blueprints and process maps to identify internal processes, tooling, and/or teams impacting the customer experience
• Ensure cross-journey collaboration and communication by engaging with appropriate cross-functional teams and advocating on behalf of the holistic stakeholder experience
• Promote insights from journey maps and service blueprints by presenting to internal and external partners to drive improvements
• Design and build insight-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organization
• Contribute to the team and stakeholders' strategies by identifying new gaps and opportunity areas for CX enhancements and supporting the expansion of the voice of customer capabilities

Minimum Qualifications:

• 5+ years of experience in customer journey mapping, service blueprinting, and/or process mapping
• 5+ years of experience in program or project management, leading large complex programs
• 3+ years of experience in a Customer Experience or Voice of Customer program
• Proven track record of building trusting cross-functional relationships and collaborating with diverse stakeholders
• Communication and presentation skills, with experience in tailoring messaging to different audiences
• Experience building, coordinating, and facilitating workshops with cross-functional audiences
• Proven track record of leveraging insights and analytics to drive measurable improvements to customer experiences
• Experience owning program strategy, end-to-end delivery, and communicating results to a diverse audience, including senior leadership
• Experience delivering customer experiences and driving customer-centric change within an organization

Preferred Qualifications:

• Experience working on a global CX team focused on the entire customer journey
• Experience working with journey analytics or orchestration platforms, e.g. Medallia Experience Orchestration (MXO), Adobe Journey Analytics, Medallia Digital Experience Analytics (DXA), etc.
• Customer experience management certifications
• Experience with enterprise and B2B customers is a plus

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