Job
Description
Our global Instructor-Led Training & Certification organization is currently undergoing a transformative journey aimed at reimagining the way we serve our customers in an Easy, Expert, and Efficient manner. This transformation encompasses changes in people, processes, and technology, with our Experience Design team playing a pivotal role in driving this shift. As the Instructor-Led Training Experience Manager, you will be tasked with designing comprehensive Instructor Programs and enhancing the customer experiences of Instructor-led training. Collaborating closely with key stakeholders across the business, you will spearhead continuous improvement initiatives. Utilizing Experience Design methodologies, this role will involve working collaboratively within Salesforce to identify needs, align stakeholders, secure leadership approvals, and craft enhanced, seamless experiences for both customers and internal Support delivery teams. The goal of these new and improved experiences will be to increase automation, streamline operations, and enhance overall efficiency within our system(s) of engagement. The ideal candidate for this role will possess a background in driving transformative change through the adoption of new technology, processes, and operating models. They should have a proven track record of defining and implementing cross-functional, organization-wide strategic programs. The successful candidate will be deeply committed to fostering innovation and driving change, displaying a high sense of urgency, excellent communication skills, and a history of effective collaboration with diverse cross-functional teams dedicated to meeting customer needs. Primary Responsibilities: - Applying Experience Design methodologies to identify and develop transformational experiences that drive outcomes, improve efficiencies, accelerate Time to Resolution, enhance customer satisfaction, and foster innovation within our Customer Success Experience business. - Utilizing Project Management experience to collect and drive requirements through interviews, workshops, surveys, and other business analysis techniques, translating them into aspirational experiences. - Presenting findings, recommendations, and aspirational experiences to business stakeholders for alignment. - Driving rapid experimentation and hypothesis testing with a customer-centric focus. - Facilitating negotiations, presenting options, and resolving conflicting requirements to design solutions that meet overarching business needs. - Effectively identifying, framing, and communicating problems to ensure mutual understanding and collaborative problem-solving. - Building trust and nurturing relationships with stakeholders and business partners across the organization. - Creating and presenting a long-term vision with a supporting strategy to achieve it. - Translating aspirational experiences into technical requirements. - Designing and communicating customer and user journeys effectively. - Collaborating with business analyst functions to support experience delivery. - Participating as a tester in User Acceptance Testing (UAT) activities to ensure the desired experience is delivered. - Aligning experiences with organizational priorities to drive innovation and accelerate alignment. - Utilizing Google Slides for executive storytelling and design applications such as Google Slides, Figma, Lucid Chart, and Miro. - Embodied the values of Trust, Customer Success, Innovation, and Equality. Preferred Qualifications: - Experience in building alignment with key executives, leaders, stakeholders, and business partners across complex organizations. - Strong executive presence and the ability to deliver compelling perspectives supported by data. - Demonstrated ability to motivate, influence, and gain commitment at all organizational levels. - Strategic thinker with a clear vision for driving world-class change management. - Expertise in technology transformation and automation. - Experience in Enterprise SaaS / Cloud companies preferred. - Process improvement experience by applying Lean/Six-Sigma methodologies. - LEAN certification and/or Lean Six Sigma Black Belt a plus.,
