Product Manager, Customer Experience

Product Manager, Customer Experience

 

We have a strategic opportunity for an entrepreneurial product manager to help innovate and execute on initiatives focused on customer experience. You will build a strong understanding of our customers and our market, use these insights to inform our customer experience strategy, and assume responsibility for delivering on key initiatives. You will be the passionate voice of the customer internally, identifying opportunities to improve engagement of our customers based on their motivations and needs.  You will test ideas for new products and experiences, and scale up products and ideas that prove to be successful. You will conduct quantitative analysis to support fact-based decision making.

Specific responsibilities include (but are not limited to):

  • Customer Insight: Interview customers to assess their needs and pain points. Define and understand our personas, and what drives their engagement. Identify opportunities to improve customer experience. Synthesize your findings to inform messaging, campaigns, and product development.
  • Product Development: Develop and launch products, using an iterative and agile approach to test new ideas before moving to full scale;
  • Program Management: Manage the cross-functional efforts to launch programs internally, partnering with Engineering, Service, Marketing, and Research teams;
  • Analytics:  Perform deep analysis on the leading, in-process, and lagging indicators to drive fact-based decision-making;
  • Presentation preparation and development: Develop written and verbal communications to inform and align with key decision makers.

 

An ideal candidate will have the following:

  • BS or BA degree
  • >5 years of experience in product/program management or product marketing  or at a management consultancy
  • Proficiency in conducting customer interviews to understand needs, buying behaviors, and drivers of product engagement
  • Strong player able to pick up and engage on a broad range of business topics
  • A focus on customers
  • Strong communication and cross-functional collaboration skills
  • High degree of quantitative, analysis, problem-solving, and decision-making skills; critical thinker
  • Proficiency in Excel and Powerpoint
  • Good facility with project management; comfort with ambiguity
  • Self-starter and intellectually curious
  • About GLG / Gerson Lehrman Group

    GLG is the world’s leading membership for professional learning. Business leaders, investors, consultants, social entrepreneurs, and other top professionals rely on GLG to learn in short- and long-term engagements from more than 500,000 members and other experts. Clients partner with GLG to address their most complex strategic challenges, make better business decisions, and advance their careers through conversations, mentorships, small group meetings, surveys, and other interactions—all within a rigorous compliance framework. Headquartered in New York City, GLG’s 1,400 employees work from offices in 12 countries. 

     

    We believe strongly in our mission - and values-driven culture. Our core values drive our success. They are: learning & curiosity, responsibility, courage, judgment, fresh perspective, service, and integrity.

     

    To learn more, visit www.GLG.it.


Meet Some of GLG's Employees

Gentry G.

Director & Head of Client Solutions for North American Financial Services

Gentry uses his economics and sales background to understand the larger picture of the service economy—ensuring that Financial Services Council Members provide clients with the essential professional learning tools.

Analia P.

Senior Associate, Network Development

Analia recruits Council Members—subject matter experts with years of experience in their chosen fields and industries—who consult with GLG clients on projects and important business decisions.


Back to top