Supports and Leads Experience Strategy efforts through Insight, Idea, Impact to uncover customer insights, define a strategy to innovate the customer experience, and create a roadmap to guide the execution of the strategy. Focuses on leading ethnographic research, guiding the analysis/synthesis processes, and acts as SME on the end-user throughout the project. Convenes and leads many disciplines such as, but not limited to , business strategy/digital strategy, analytics, research, visual design, and technology to uncover CX innovation opportunities and define the future state. Has IBM Design Thinking facilitation and experience mapping capabilities. Influences Functional Strategy.
Supports and Leads Experience Strategy efforts through Insight, Idea, Impact to uncover customer insights, define a strategy to innovate the customer experience, and create a roadmap to guide the execution of the strategy. Focuses on leading ethnographic research, guiding the analysis/synthesis processes, and acts as SME on the end-user throughout the project. Convenes and leads many disciplines such as, but not limited to , business strategy/digital strategy, analytics, research, visual design, and technology to uncover CX innovation opportunities and define the future state. Has IBM Design Thinking facilitation and experience mapping capabilities. Influences Functional Strategy.
Skills:
Environment:
Professional knowledge of function, business unit or country operations. Understand organizational resources, priorities, needs and policies.
Communication/Negotiation:
Guide other professionals. Adapt communications and approaches to conclude negotiations with various partners, resulting in common agreements.
Problem Solving:
Analyze complex/new situations, anticipate potential problems and future trends, assess opportunities, impacts, and risks. Develop and implement solutions.
Contribution/Leadership:
Leads multi-functional teams, or conducts special projects, or manages department(s) (national or international). Has vision of functional or unit mission. Influences people and organizations, including executive management, when issues are complex/difficult and require considerable diplomacy. Considerable latitude in responsibilities to define and decide on tools, processes, priorities and resources following general business unit directives. Recognized as an expert in their field. Often no precedent exists.
Impact on Business/Scope:
Accountable for projects or programs involving multi- functional, country-wide or regional teams. Responsible for overall functional program success. Activities are subject to business measurements, impact customer satisfaction, and impact functional, business unit, or country costs or expenses.
Skills:
Environment:
Professional knowledge of function, business unit or country operations. Understand organizational resources, priorities, needs and policies.
Communication/Negotiation:
Guide other professionals. Adapt communications and approaches to conclude negotiations with various partners, resulting in common agreements.
Problem Solving:
Analyze complex/new situations, anticipate potential problems and future trends, assess opportunities, impacts, and risks. Develop and implement solutions.
Contribution/Leadership:
Leads multi-functional teams, or conducts special projects, or manages department(s) (national or international). Has vision of functional or unit mission. Influences people and organizations, including executive management, when issues are complex/difficult and require considerable diplomacy. Considerable latitude in responsibilities to define and decide on tools, processes, priorities and resources following general business unit directives. Recognized as an expert in their field. Often no precedent exists.
Impact on Business/Scope:
Accountable for projects or programs involving multi- functional, country-wide or regional teams. Responsible for overall functional program success. Activities are subject to business measurements, impact customer satisfaction, and impact functional, business unit, or country costs or expenses.