Senior Project Manager - Digital Customer Tools & Customer Experience

Job Description:
This role requires a strategic leader who can drive complex, cross-functional projects from concept to delivery, ensuring measurable improvements in customer engagement, satisfaction, and digital adoption. The Senior Project Manager will partner with business leaders, product teams, IT, and customer service stakeholders to deliver innovative digital solutions-such as online account management tools, mobile applications, chatbots/IVAs, and self-service platforms-that enhance customer journeys while streamlining operations.

Key Responsibilities

• Lead end-to-end project management for initiatives that improve digital customer experiences, ensuring scope, timeline, and budget are met.
• Collaborate with cross-functional teams (product, IT, UX/UI, operations, and customer service) to define requirements, priorities, and success metrics.
• Manage stakeholder alignment, status reporting, and executive updates, translating technical project details into clear business outcomes.
• Oversee vendor and partner relationships where applicable, ensuring deliverables meet quality and performance standards.
• Implement structured change management and adoption strategies to maximize customer and employee utilization of new digital tools.
• Identify risks, dependencies, and roadblocks, driving proactive solutions to keep projects on track.
• Track, analyze, and report on project KPIs-such as digital adoption, CSAT/NPS, call deflection, and cost savings-to demonstrate business value.
• Foster a culture of continuous improvement by capturing lessons learned and applying best practices to future initiatives.

Qualifications

• Bachelor's degree in Business, Technology, or related field (Master's preferred).
• 7+ years of progressive project management experience, with at least 3 years leading large-scale digital or customer experience initiatives.
• Strong knowledge of digital customer engagement platforms (self-service portals, chat/IVR, CRM systems, mobile apps, etc.).
• PMP, Agile, or Scrum certification strongly preferred.
• Exceptional leadership, communication, and stakeholder management skills.
• Proven track record of delivering customer-facing technology projects with measurable business impact.

Key Competencies

• Customer-first mindset with ability to translate business needs into digital solutions.
• Strategic thinker with strong problem-solving skills and attention to detail.
• Ability to navigate ambiguity and drive clarity across cross-functional teams.
• Skilled at balancing competing priorities in a fast-paced environment.