Written by: Leonard Parker | Houston Marketing Opportunities | 24th June
About the position:
The Customer Support organization is seeking a business strategist to design and deploy CS digital strategy. In this role, you will report to the Head of Strategy & Business Operations and will work side by side with both the leader , all L3 functional leaders to drive Customer Support digital strategy, This person will drive strategic alignment and integration of activities with all organizational functions across the Customer Support organization. This person will drive core transformation of CS processes to assess opportunities and define digital strategy roadmap. This person will also drive alignment with other HP organizations to ensure CS requirements are part of the HP digital strategy (Digital Office, GBUs)
In summary, this is a highly dynamic and scalable role that serves a trusted go-to leader for, who gets things done and works effectively across all levels of the organization.
Define CS digital strategy – both customer experience & process digitalization - and transform the way CS uses digital tools to better serve our customer in an effortless experience & equip our workforce with right set of tools and data for maximum efficiency to service customers
Provide the multi-year digital strategy roadmap for CS and define implementation timelines
Align initiatives and prioritization within CS functional teams
Orchestrate initiatives tactics within Customer Support and define roll out plans
Oversee execution of plans across CS L3 teams to meet customer experience targets and / or efficiency gains
Drive alignment and ensure CS strategy aligned with HP digital strategy through on-going interaction with transformation and HP digital office
Acts as key advisor to CS Leader, providing insight and guidance to define right set of priorities and be a key advisor to technology and infrastructure decisions
Leads process improvement efforts and helps to CS leadership teams to focus on right digitalization efforts to bring more efficiencies & effectiveness for all support processes (front end with customer and back office processes)
Experience:Bachelors or Master’s Degree or equivalent 5 to 10 years of relevant experience, including experience in process digitalization and digital transformation ideally in companies recognized as leader in digitalization / effortless customer engagement Proven track record of identifying opportunities for process digitalization and ability to turn opportunities into tangible benefits (customer experience and/or efficiencies) Experience in Strategic Planning Proven ability to articulate complex matters into easy to clarify actions and next steps Proven ability to drive stakeholder satisfaction in a highly complex matrixed organization Experience interacting with executive level partners Experienced, knows the business, brings strategic mindset and structure Strong management and project management skills with ability to navigate tactical objectives
Knowledge/Skills:Strong background in digital space (tools and methodologies) Strong knowledge on process transformation in complex environment & process digitalization High degree of flexibility and the ability to work within a fluid, constantly changing environment Ability to pull together external, and internal Executive level presentations Highly developed collaboration, relationship building, and communication skills in a highly matrix environment both internal to customer support and outside CS Strong organizational skills and attention to detail and quality of deliverables; demonstrated ability to manage multiple priorities (both long and short term) simultaneously Experienced, knows the business, brings strategic mindset and structure Key competencies in using judgement, problem resolution, team building, negotiation, and decision-making skills Strong management and project management skills with ability to navigate tactical objectives
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