Program Director

Idean is a global design firm that works with the world’s leading companies, helping them to create long-lasting relationships with their customers, through truly enchanting and elegant experiences.

We are currently looking for an experienced Program Director, Customer Experience to join our team in New York City. At Idean we believe and know that great UX can change the world. It all starts with awesome people, carefully handpicked projects and crafting a work environment that inspires brilliant, meaningful work. As a Program Director, you have a crucial role in managing and delivering complex engagements to multi-million dollar portfolio-level clients. You understand that every project is unique and you can easily oversee and direct multiple projects with different teams at the same time. Whilst delivering projects, you can simultaneously look for opportunities to expand the portfolio-level relationship with our valued clients. The Program Director, along with our Business Development team, is an integral part of tactical and strategic account planning. You manage the annual growth of portfolio-level clients, ensuring that all individual engagements meet budget, delivery requirements and client expectations. You are a true team player that enjoys working with our creative teams that might include people from various cities, countries and disciplines: user research, strategy, content, interaction design, visual design & development. You get to work with an extremely talented and friendly team, and with our world-class clients ranging from startups to Fortune 500 companies. The ability to manage long-term, multi-million dollar engagements with multiple project tracks and teams as well as a firm command of project management processes and methodologies is critical in this role.

- Actively manage multi-million dollar portfolio-level clients and grow accounts significantly on an annual basis - Manage complex engagements from kickoff to final delivery (e.g. resourcing, internal/client kick off, status calls & meetings, reports, reviews/iteration sessions, co-creation workshops, delivery meetings, etc.) - Network within client organizations and become a trusted point of contact for all strategic customer experience & user experience work for the client - Be the clients' point of contact for all issues related to managing the relationship - Update the resourcing situation on a daily basis based on potential client change requests or staffing adjustments - Closely co-operate with the entire design organization to ensure that projects are properly resourced and all risks are properly managed - Manage portfolio-level customer financials including retainers, overall individual project budget, work estimates, profitability, and revenue forecasts and invoicing - Ensure that quality standards are met according to Idean's delivery principles

- 8+ years of experience in client services environment growing accounts in an agency or management consultancy - Track record of successfully managed accounts that have grown on an annual basis - Strong understanding of Customer Experience & User Experience and what is required to deliver projects successfully to clients - Strong communication, presentation & networking skills - Creative thinking & analytical capabilities to build customer experience and user experience solutions on a strategic level for clients - Ability to work on multiple projects simultaneously - Excellent time management, financial management & leadership skills - Proven ability to multi-task, work with tight deadlines and prioritize tasks - Ability to identify new business opportunities during client engagements - Strong "can do" service attitude towards clients