Customer Experience Program Manager

Job Description

The Utah Department of Transportation (UDOT) is looking for a motivated person to be responsible for championing a customer-centric culture and driving continuous improvement in the overall customer experience across all UDOT services and interactions. You will lead the development and implementation of strategies to enhance customer satisfaction for both internal and external stakeholders.

Principal Duties

As The Customer Experience Program Manager, You Will

• Lead the development and execution of a comprehensive customer experience strategy aligned with UDOT’s mission, vision, and strategic goals. This includes defining customer segments, identifying key touchpoints, and establishing customer experience metrics and targets.
• Establish and manage mechanisms for gathering customer feedback through various channels (e.g., surveys, focus groups). Analyze customer data to identify trends, pain points, and opportunities for improvement.
• Collaborate with internal teams to identify and implement process improvements that enhance the customer experience. Focus on streamlining processes, reducing friction points, and improving efficiency.
• Develop and maintain customer journey maps to understand the customer experience across different touchpoints and identify areas for improvement.
• Establish key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives. Develop regular reports and dashboards to track progress and communicate results to leadership and stakeholders.
• Build and maintain strong relationships with internal stakeholders and external partners. Collaborate effectively to achieve shared goals and ensure alignment on customer experience initiatives.
• Communicate effectively with customers, stakeholders, and internal teams about UDOT’s customer experience initiatives. Advocate for customer needs and ensure that the customer perspective is considered in decision-making.
  
  

Minimum Qualifications

In order to qualify, you must have:

• A Bachelor’s degree, or higher in Communications, Marketing, Customer Experience or a related discipline OR equivalent experience
• Experience developing and implementing customer experience strategies and programs.
• Strong program management skills
• Excellent communication and presentation skills
• The ability to analyze data and use it to develop actionable insights.
  
  

Preferences

Preference may be given to those with at least one of the following:

• Experience working in a government or public sector environment.
• Experience with Qualtrics and Salesforce.
  
  

Supplemental Information

Here is some information of which you should be aware:

• Risks found in the typical office setting, which is adequately lighted, heated, and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc.
• Typically, the employee may sit comfortably to perform the work; however, there may be some walking; standing; bending; carrying light items; driving an automobile, etc. Special physical demands are not required to perform the work.
• Employee may be reassigned to a different location as deemed necessary by the Region Director/Group Leader.
  
  

Why Should You Join Our Team?

The work we do matters. If you want to make a positive difference doing meaningful work, this is the right place for you. Our mission statement is, “Enhance quality of life through transportation.” We define quality of life through a framework of Good Health, Connected Communities, Better Mobility, and Strong Economy. We help the State of Utah and its traveling public to get to where they want, when they want, in the way they want -- and we make sure they can do it safely.

You will become part of a team with an internal culture of Trust, Teamwork, and Flexibility. Our organization lives by the values of Respect, Integrity, and Caring. If these are your values too, you'll be a great fit.

Aside from working for a cause-driven, cutting edge agency that is leading all other transportation departments in the nation, you will receive great health and retirement benefits. Working for the State of Utah provides a positive work-life balance. Click here to view a summary of the benefits we offer.

The Agency

UDOT is a strengths-based organization, which means its approach is based on identifying and developing individual and organizational strengths. Our philosophy is to address challenges by bringing our strengths to each situation and create the best solutions. Candidates are encouraged to be familiar with their strengths and consider how they may potentially be of benefit to the roles for which they are applying. UDOT uses the CliftonStrengths Assessment, but there are multiple strengths assessment tools available online, and no formal assessment is required.

For more information on the Utah Department of Transportation, please click here .