Customer Experience Pmo Lisboa

Customer Experience Pmo
Lisboa
Lisboa, Lisboa, Portugal

Our Customer Experience PMO plays a key role in driving the strategic execution of CX initiatives by overseeing resource allocation, facilitating
- departmental planning, optimizing processes, and managing performance reporting. This role ensures CX programs and projects align with business objectives.

Key Responsibilities

1. Project & Program Governance

• Establish and maintain project management standards, frameworks, and best practices within the CX department.
• Develop a centralized roadmap for CX projects, ensuring alignment with corporate strategy.
• Manage dependencies and risks across CX programs to ensure smooth execution.
• Monitor key performance indicators (KPIs) and success metrics for CX initiatives.

2. Resource Allocation & Capacity Planning

• Develop and maintain a resource allocation framework to optimize workforce utilization.
• Work closely with department heads to forecast and allocate resources effectively across multiple CX initiatives.
• Identify gaps in staffing, budget, and tools required for project success.
• Ensure balanced workloads across teams, preventing bottlenecks or underutilization.

3. JIRA Administration & Optimization

• Serve as the JIRA administrator for the CX department, ensuring efficient setup, maintenance, and customization of workflows.
• Develop custom dashboards, reports, and automation rules to improve tracking of CX initiatives.
• Train and support CX team members in JIRA best practices, issue tracking, and project management features.
• Enhance JIRA’s functionality by integrating
  - party tools.
• Continuously refine JIRA workflows to improve transparency, efficiency, and accountability across CX projects.

4. Cross-Departmental Planning & Coordination

• Act as a liaison between CX, Sales, Product and R&D teams to align customer experience initiatives with business goals.
• Facilitate strategic planning sessions to integrate CX improvements into broader company objectives.
• Drive stakeholder engagement and ensure accountability for key deliverables across functions.
• Manage communication channels to keep stakeholders informed on CX program progress, roadblocks, and outcomes.

5. Process Improvements & Optimization

• Identify inefficiencies in CX workflows and recommend improvements to enhance operational efficiency.
• Lead process
  - engineering initiatives to streamline customer journeys and internal CX operations.
• Leverage data analytics and feedback loops to continuously refine CX processes.

6. Reporting & Performance Tracking

• Develop and maintain dashboards to track CX project status, resource utilization, and performance metrics.
• Provide regular reports to leadership on program performance, impact, and strategic adjustments needed.
• Use
  - driven insights to guide
  - making and drive continuous CX enhancements.
• Ensure compliance with corporate governance and reporting standards.

Required:

• 3+ years of experience in project management, PMO, or strategic planning, preferably in a CX or
  - centric function.
• Experience in resource planning and workforce management.
• Proficiency in project management tools (e. G. , Jira, Asana, Monday. Com, Smartsheet).
• Excellent
  - functional collaboration and stakeholder management skills.
• Ability to analyze data, create reports, and present insights to senior leadership.

Preferred:

• Experience in customer experience strategy or CX transformation initiatives.
• Proficiency in JIRA administration (workflow configuration, dashboard creation, automation, reporting).
• Familiarity with CX metrics such as NPS, CSAT, and customer journey mapping.
• Strong background in process improvement and change management.
• PMP, PRINCE2, or Six Sigma certification.

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