Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
Want more jobs like this?
Get jobs delivered to your inbox every week.
About the team:
At UKG, we believe exceptional customer experiences are the foundation of long-term success. Our Customer Lifecycle Marketing team is on a mission to wow customers at scale-ensuring they feel informed, empowered, and inspired to get the most from their solutions. We serve as the connective tissue between what Marketing and Sales promises and what it takes to deliver that experience. If you're a strategic thinker, passionate about the customer journey, and a collaborative marketer who thrives on creating impact and building customer love, this is the team for you.
Position Overview:
We are looking for an experienced and visionary Lead Customer Experience Marketing Program Manager to join the Customer Lifecycle Marketing team. This role is crucial in enhancing the overall customer experience by working cross functionally (including global delivery services, product marketing, customer relationship management, customer success (support), customer education and marketing operations) to develop and execute strategic programs that resonate with our diverse customer base at key moments that matter to assure that customers are having an exceptional experience and getting maximum value from their relationship with UKG. The ideal candidate will possess a deep understanding of customer journey mapping, experience design, and how to communicate with and enable customers. The output for this role will be content and step by step mapping to support customer interactions during key points in the customer journey.
Key Responsibilities:
• Strategy Development: Lead the creation and implementation of customer experience marketing strategies that align with customer facing stakeholder processes.
• Customer Journey Mapping: Analyze and map customer journeys to identify touchpoints and opportunities for enhancing the customer experience.
• Program Management: Design, execute, and optimize marketing programs that improve customer engagement, satisfaction, and loyalty across various channels.
• Cross-Functional Collaboration: Partner with product management, customer success, and sales teams to ensure a cohesive approach to customer experience initiatives.
• Performance Analysis: Establish metrics and KPIs to evaluate the effectiveness of customer experience programs, providing insights and recommendations for continuous improvement.
• Content Strategy: Work with the content team to develop engaging and relevant materials that support customer experience goals and communicate UKG's value proposition.
• Voice of the Customer: Gather and analyze customer feedback to inform marketing strategies and drive improvements in products and services.
• Innovation: Stay abreast of industry trends, emerging technologies, and best practices in customer experience marketing to ensure UKG remains at the forefront of the industry.
Basic Qualifications:
• Bachelor's degree in Marketing or a related field with 8+ years of experience.
• Extensive experience in customer experience marketing, with a proven track record of developing and managing successful programs.
Preferred Qualifications:
• Strong analytical and process skills and experience with data-driven decision-making.
• Excellent communication and leadership skills, with the ability to influence and collaborate across teams.
• Proficiency in marketing automation tools, CRM systems, and customer experience platforms.
• Creative and strategic thinker with the ability to innovate and drive change.
• Passionate about delivering exceptional customer experiences and fostering customer loyalty.
Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster
UKG participates in E-Verify. View the E-Verify posters here.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.
The pay range for this position is $99,800.00 to $143,450.00 USD, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers