Customer Experience Program Manager Jobs in Hagerstown, MD

At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long-term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting-edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better.

We’re a forward-thinking company energized by our work and how we show up for one another. Our culture is built on meaningful impact and genuine enjoyment, because we believe great work and great experiences should go hand in hand.

By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better.

The Employee Experience Program Manager will play an important role in helping shape how our people, workplace, and business initiatives come to life. This position is ideal for a proactive project leader who enjoys bringing structure to complex work, partnering across teams, and turning ideas into clear plans and measurable results. In this role, you will lead strategic HR and workplace projects that strengthen how we operate, support organizational priorities, and improve the employee experience. From planning through implementation and follow-up, you will help keep key initiatives moving forward with strong governance, thoughtful stakeholder coordination, clear communication, and a focus on delivering meaningful business impact.

1. Translate business needs into actionable People & Workplace project plans by developing project charters, defining objectives and success measures, documenting scope, assumptions, constraints, dependencies, priorities, resources, budgets, schedules, and measurable outcomes.
2. Establish and maintain effective project governance, including project schedules, resource plans, RAID logs, dependency management, decision logs, status reporting, stakeholder communications, and steering routines.
3. Coordinate HR leaders, business stakeholders, operational partners and vendors to drive project planning, decisions, issue resolution, readiness, and execution.
4. Identify, manage, and escalate project risks, dependencies, regulatory considerations, scope changes, and operational readiness needs through disciplined risk management and change control practices.
5. Provide clear delivery reporting, recommendations, and decision support to HR leadership, SLT members, and key stakeholders to maintain visibility, accountability, and forward momentum.
6. Support change management, communications, stakeholder engagement, and adoption activities to ensure successful implementation readiness and sustain business impact.
7. Lead or support workplace and operational improvement projects, including facility enhancements, construction-related activities, HR process improvements, systems enhancements, and service delivery improvements.
8. Lead project closeout activities, capture lessons learned, and evaluate outcomes to identify opportunities for continuous improvement, benefits tracking, and stronger delivery across future People & Workplace initiatives.
9. Provide limited operational support to HR initiatives as needed, ensuring primary focus remains on project delivery.

Project Types

• HR systems, process improvement, and service delivery projects
• Employee experience, engagement, and change initiatives
• Workplace, facility, and space enhancement projects
• Compliance-sensitive HR and workplace initiatives
• Vendor-supported or cross-functional transformation projects

 Success Measures

• Project plans, risks, dependencies, and decisions are visible, current, and appropriately maintained.
• Assigned initiatives are delivered within approved scope, timeline, and budget.
• Stakeholders receive timely, actionable updates that support alignment, decision-making, and accountability.
• Project launches include readiness, communication, adoption, operational, and support planning.
• Post-implementation lessons are captured and used to improve future project delivery and benefits tracking.

Education

• Bachelor’s degree in Human Resources, Business Administration, Project Management, or a related field; equivalent experience may be considered.
• PMP certification required or expected within a defined period
• CSM preferred
• Prosci, ACMP or CMI certification preferred

Experience/Knowledge

• 5+ years of project management experience leading cross-functional initiatives, preferably within HR, workplace, operations, or business transformation environments.
• Demonstrated experience leading complex organizational change initiatives
• Proven experience delivering projects in an agile or hybrid environment
• Experience coordinating facility-related projects, renovations, construction support, or operational improvements.
• Experience working with senior leadership, vendors, and cross-functional teams.
• Working knowledge of business functions, enterprise systems, process improvement initiatives, and process lifecycle development, preferably within HR
• Understanding of compliance-sensitive business processes and importance of regulatory alignment, preferably within HR
• Knowledge of facility management practices, including landlord and vendor coordination.

Skills

• Strong organization, prioritization, and follow-through skills, with the ability to manage multiple complex projects in a deadline-driven environment.
• Clear written and verbal communication skills, including the ability to prepare project updates, reports, and presentations for leadership.
• Strong problem-solving and critical thinking skills, with the ability to translate issues, risks, and complex information into actionable recommendations.
• Detail-oriented and results-driven, with the ability to balance speed, quality, risk, and stakeholder expectations.
• Adaptable and collaborative, with the ability to work effectively in a rapidly changing, cross-functional environment.

What’s in it for you?

The expected hiring compensation range for this position is $109,900 - $151,150 annually. This is a hybrid opportunity working in Frederick, MD 

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses.  This role is eligible to participate in the Annual Incentive Plan. The current target payment for the position is 20% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date.  This role has 20 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing.  Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff).  We’re big on professional development and we’ll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.