Sr. Manager, CX Strategy at The Fountain Group

The Fountain Group is currently seeking a Sr Manager, CX Strategy for a prominent client of ours. This position is remote. Details for the position are as follows:

Job Description:

• $60.00 - $78.00/ HR to start!
• 12-month contract (potential to extend/convert based on performance/budget) (EST/CST time zone ideal)
• The Sr. Manager, CX Strategy supports the Generative AI team in the creation and execution of enterprise customer experience programs to upskill colleagues and support business-critical use cases to drive revenue and/or efficiency. We are looking for someone who can bring experience from both customer experience frameworks – service design, journey mapping, VOC, data synthesis, impact and prioritization analyses – as well as subject matter experience in AI – LLMs, prompt engineering, conversational design, and Agentic AI. You will work collaboratively with a cross-functional team of designers, researchers, engineers and product owners.
• Responsibilities include:
  • Ensure AI programs align to Pharmaceutical’s enterprise level experience principles for human-AI interaction
  • Help stakeholders to define customer needs for AI use cases, establish standard WOW and accelerate development.
  • Develop customer experience strategies based on customer insights and business priorities
  • Collaborate with cross-functional teams for a shared outcome
  • Manage stakeholder expectations and ensure delivery excellence
  • Embed innovation and experimentation methodologies to drive Client approaches for desired outcomes and experiences.
  • Support future state vision of internal enterprise GenAI experience
  • Help to define Objectives / Key Results (OKRs) for GenAI programs, tied to business metrics
  • Act as SME for AI / Client activities, based on a proven understanding of AI landscape (LLMs, platforms, modalities, measurement)
  • Actively evolve AI subject matter expertise based on the dynamic pace of change
  • Provide training / guidance to team on AI / Client
  • Mentor junior CX team members in methods and mindsets

Qualifications:

• Minimum Bachelors degree required.
• CX + Industry (pharma, med device, biopharma) + High Level