Act as custodian of customer journey across portfolio
and ensure that core technologies are aligned to requirements and delivering as needed. Own the customer journey process map
including how core technology maps to it
and ensuring that requirements for development are effectively identified
specified
prioritised
actioned and tracked through to delivery. Work in Partnership with Technology Services to review core technology performance and future roadmaps Support user testing on product development to ensure solutions are fit for purpose. Take a lead in ensuring that new products/releases are suitably communicated and rolled out with users trained to the required standards. Utilise customer insight to improve customer journey. Continually review and challenge customer journeys for opportunities for innovation to improve impact and effectiveness of tools and technologies the delivery of services. Drive and test innovations
through proof of concept into operational realisation. Qualifications & Experience Preferably educated to degree level
but with proven intellectual capability. Demonstrable track record of working with a range of technologies and applications to deliver effective services to customers resulting in positive impact. Individual Competencies Passionate about the customer experience and application/impact of the product portfolio Highly detail conscious with experience of critical path analysis and detailed process mapping Strong appreciation for technical environments and architecture Strong stakeholder management/communication skills
with the ability to build and maintain effective relationships
and influence and persuade at all levels including highly technical specialists through to service users Innovative and creative thinking skills
with the ability to identify and leverage opportunities for improvement by co-creating new and customer-centric solutions. Analytical and problem-solving skills
with the ability to evaluate and measure the impact and effectiveness of changes
whilst ensuring alignment with the organisation's performance indicators and quality standards. Leadership and people management skills
with the ability to lead
guide
and coach colleagues and customers alike
fostering a high-performance and customer-focused culture.