Project Manager – Customer Experience Location: Stamford CT (Hybrid) - 4 days in office & 1 day remote Duration: Long Term
Position Overview
We are seeking a Project Manager / CX Business Analyst to support customer experience initiatives focused on the Billing Journey across Cable and Mobile services.
This role will work closely with cross-functional teams to analyze customer experience data, gather and document business requirements, map customer journeys, and identify opportunities to improve customer outcomes.
This is a high-visibility opportunity within a fast-growing Customer Experience organization, with the potential to transition to a full-time role.
Key Responsibilities
Analyze customer experience data, feedback, and performance metrics to identify trends, issues, and opportunities for improvement.
Gather, analyze, and document business and functional requirements for CX-related initiatives.
Create and maintain customer journey maps, channel flows, process flows, and workflow documentation.
Evaluate customer feedback, verbatims, survey results, and CX scores to identify actionable insights.
Translate complex data and business requirements into clear recommendations for stakeholders and leadership.
Prepare and deliver data-driven presentations, reports, and project updates.
Partner with business, technology, product, operations, and other cross-functional teams to align on CX priorities and future-state solutions.
Support business process analysis and continuous improvement initiatives across customer touchpoints.
Define and monitor KPIs and CX performance metrics.
Manage multiple priorities and projects while identifying risks, issues, and opportunities.
Build and maintain strong relationships with internal stakeholders, business partners, and vendors.
Perform ad hoc analysis and support additional CX initiatives as needed.
Required Qualifications
Bachelor’s degree in Business Administration, Business, Technology, or a related field, or equivalent experience.
3+ years of experience in Business Operations Analysis, Business Analysis, or a related discipline.
3+ years of experience within telecommunications, technology, or software/product environments.
Strong experience with requirements gathering and requirements documentation.
Experience creating customer journey maps, process flows, or workflow documentation.
Strong analytical skills with the ability to synthesize complex data into actionable insights.
Excellent written and verbal communication skills.
Experience preparing and presenting data-driven presentations to business stakeholders.
Strong problem-solving and decision-making abilities.
Ability to manage multiple projects and priorities in a fast-paced environment.
Strong stakeholder collaboration and relationship-management skills.
Proficiency with Microsoft Office applications, particularly Excel, Word, PowerPoint, and Visio.
Knowledge of process management and project management methodologies.
Preferred Qualifications
Customer Experience (CX) or Digital Experience background.
Experience supporting billing journeys or customer billing processes.
Experience with Cable, Broadband, Wireless, or Mobile services.
Experience working with NPS, CSAT, customer feedback, survey data, or other CX metrics.
Experience in process improvement and future-state experience design.
Why Join This Team?
Contract-to-hire opportunity with potential for long-term employment.
Work with a fast-growing Customer Experience organization.
High visibility across business and technology teams.
Opportunity to directly influence customer journeys and improve customer experiences.
Exposure to both Cable and Mobile billing experiences.
“ TalentBridge employees are eligible for many benefit offerings such as medical, dental, vision, life insurance, short term disability, 401(k) and holiday pay!”
Numbers & Facts
Location
Stamford, CT
Salary
$40–$53 Per Hour
Skills
Analysis Skillsunmatched
Billingunmatched
Broadbandunmatched
Business Administrationunmatched
Business Analysisunmatched
Business Operationsunmatched
Business Processesunmatched
Business Supportunmatched
Cartographyunmatched
Communication Skillsunmatched
Continuous Improvementunmatched
Cross-Functionalunmatched
Customer Experienceunmatched
Customer Support/Serviceunmatched
Customer/Client Researchunmatched
Data Analysisunmatched
Develop and Maintain Customersunmatched
Documentationunmatched
Equipment Maintenance/Repairunmatched
Financial Analysisunmatched
Functional Analysisunmatched
Functional Requirements Document (FRD)unmatched
Identify Issuesunmatched
Leadershipunmatched
Market Surveysunmatched
Metricsunmatched
Microsoft Excelunmatched
Microsoft Officeunmatched
Microsoft PowerPointunmatched
Microsoft Visiounmatched
Microsoft Wordunmatched
Multitaskingunmatched
Operational Auditunmatched
Performance Metricsunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Process Analysisunmatched
Process Flowunmatched
Process Improvementunmatched
Process Managementunmatched
Project/Program Managementunmatched
Risk Analysisunmatched
Telecommunicationsunmatched
Trend Analysisunmatched
Wireless Communicationsunmatched
Writing Skillsunmatched
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