CX Program Manager
Lamb Weston

Job Info

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Title: CX Program Manager

Location: Eagle, ID

Country: United States of America

About Lamb Weston

Lamb Weston is a leading supplier of frozen potato, sweet potato, appetizer and vegetable products to restaurants and retailers around the world. For more than 60 years, we've produced innovative, inventive products that make life better for our customers and their customers.

Job Description Summary

Lamb Weston is searching for a CX Program Manager who is customer obsessed to lead the development and delivery of improved customer experiences. This new role reflects Lamb Weston's ambition to become a more robust customer-centric, experience-driven company. The CX Program Manager will create partnerships across the business and IT which will aim to provide robust product experiences, customer centric interactions, and enhanced self-service. All of this must be done through cross-functional ideation and collaboration, as this role's function is to serve all divisions of Lamb Weston (Sales, Marketing, Innovation, Supply Chain, etc.) to realize our collective CX vision. This is a high-impact role on a dynamic and high-growth team.
The ideal candidate will have experience in launching new and improved customer experiences, with an understanding of CX strategy, customer insight, human centric design, CX and UX best practices, and digital transformation informed by a deep understanding of the expectations of today's consumer and food service operators.

Job Description

• Collaborate across the enterprise to support development and articulation of Lamb Weston's Customer Experience vision and strategy
• Develop and integrate the story that makes the strategy and vision accessible at all levels of the organization and helps every Lamb Weston employee understand how important they are in delivering on our CX aspirations
• Design, lead and execute strategic initiatives that drive a superior customer experience and create value for customers across their journey with Lamb Weston
• Oversee the CX program roadmap and ensure delivery of critical CX initiatives
• Own the "as is" and "to be" state of projects stemming from the CX Roadmap, identifying, and implementing programmatic change to achieve the right outcomes
• Ensure alignment to CX best practices in design and execution to support the LW Customer Journey
• Partner across Lamb Weston departments and teams to solve customer pain points, optimize business process and workflows to scale our customer experience capabilities
• Deliver CX programs by managing cross-departmental and cross-functional resources and project teams under Agile methodology
• Follow vendor management processes for CX procurement needs
• Coordinate with internal groups to capture requirements and outline business cases
• Define and adjust processes to meet business needs and look for ways to improve processes while coaching and developing our teams
• Lead CX program and budget management frameworks, owning the completeness of portfolio reporting to the organization, communicating accurately project progress, health, risks, and ongoing challenges
• Partner with Commercial BRM, Enterprise Architect, Product Leads and Leadership Team to prioritize projects and plan for future demand

Competencies

• Must have excellent interpersonal skills, the ability to influence and inspire trust.
• Must be able to listen, understand and discern business wants versus needs.
• Ability to lead through collaboration with effective stakeholder management.
• Management experience leading a team responsible for hosted cloud and on-premises enterprise applications and services, including Salesforce, Adobe, and other leading commercial technologies.
• Prior experience leading digital transformations and designing modern technology delivery capabilities - Cloud, Dev/Ops, continuous development/deployment, agile methodologies, analytics, Mobile App development, and RPA/automation
• Excellent leadership abilities and management skills with a proven record of strategic planning, scope, change management, and budget and resource management
• Excellent communication, collaboration skills and ability to interface with all functions at all levels of the organization.
• Experience with Agile and LEAN in an Information Technology environment is desirable
• Business-oriented, strategic, and entrepreneurial perspective.
• Demonstrable experience of engaging executives and other stakeholders to support important business decisions.
• Reconciles perspectives on digital strategy and priorities into a consensus that all stakeholders can support.
• Is naturally curious about, and fluent in, business processes and problems, and is obsessed with solving those problems effectively for the betterment of assigned business unit(s) and the IT organization.

Basic & Preferred Qualifications

• 10 years of relevant work experience related to Strategy, Customer Experience, Transformation, and/ or Operational Program delivery
• Bachelor's degree or equivalent work experience
• Must have strong business acumen and excellent verbal, written, and presentation skills
• Must be able to present complex material in a concise but comprehensive manner to decision makers
• Influence without authority and work in a matrix environment
• Must be a strong team player, detail oriented, and perform well under pressure
• Develop a vision, strategy, and objectives for a team and motivate and lead team to accomplish objectives
• Effectively manage and deliver on multiple competing priorities and projects at once within strict deadlines and with limited resources
• Must be able to convey a professional image with the ability to lead, manage, and communicate comfortably with all levels within the organization
• Self-starter, thought leader, and creative problem solver
• Embrace diverse people, thinking and styles
• Consistently make safety and security, of self and others, the priority
• Demonstrated ability and a proven track record of success in delivering in a collaborative and fast-paced environment
• Well versed in Agile methodologies with strong experience running scaled Agile projects with practical knowledge of rapid prototyping, service design and structured innovation
• Ability to work in multiple cultural contexts as well as in partnerships across functions and global teams

Industry-Competitive Benefits

Coupled with our compensation and bonus incentive programs, our benefits deliver rewards that are market competitive. Some of the most attractive elements of our benefit programs include:

• Health Insurance Benefits - Medical, Dental, Vision
  
• Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
  
• Well-being programs including companywide events and a wellness incentive program
  
• Paid Time Off
  
• Financial Wellness - Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance
  
• Family-Friendly Employee events
  
• Employee Assistance Program services - mental health and other concierge type services
  

Benefits may vary based on location, job role/level, job status, and/or the terms of any applicable collective bargaining agreements.

Job Requisition ID: Req-230143

Time Type: Full time

Lamb Weston is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status or any other protected factor under federal, state or local law

This job has expired.