Vacancy expired!
- The Digital Marketing organization drives the Customer Experience and Design strategy for Online portals (Client Enterprise Center).
- This role, which will support primarily Wireline
- projects and products, will support all aspects of the project lifecycle.
- Ability to drive, own, and evolve the product development or project management or operational support process for key Client Enterprise Center initiatives.
- Serve as the single point of contact for all assigned projects.
- Create user stories, requirements, design wireframes, define business processes, etc. while partnering with customers; service, and GTS to drive solutions and issue resolution.
- Develop and execute plans to improve self-serve usage, set strategy for areas of responsibility and continue to improve customer experience to eliminate fall out to call centers or Help Desk.
- Establish and set expectations with cross functional teams.
- Analyze reporting data to identify and drive improvements to increase utilization of VEC tools and platforms.
- Serve as VTF using Agile approach and by executing marketing strategy to drive utilization and online transactions, and initiatives as prioritized by the stakeholders from project concept to delivery.
- Support projects as prioritized by the business for wireline in assigned functional area of expertise and manage projects from inception to implementation.
- Calculate and articulate the financial and service benefits to the organization (e.g. ROI or PxQ).
- Document and drive business case creation through finance and stakeholder approval.
- -Develop end to end user experience for each project (either individually or via managing process with Graphic Designer or 3rd party)
- Use creative methods to obtain customer feedback on user experience or design prior to implementation to ensure adoption or utilization
- Manage stakeholder review and approval process for requirements and approaches
- Partner with GTS during the approach phase to ensure user stories or requirements are captured correctly and project is implemented as requested along with the PMO
- Manage UAT and Release activities for assigned projects
- Employ standard product management skill sets (e.g. identifying cross functional team members, establishing meetings -both recurring and one offs, drives user story or requirements definition, creates wireframes or user experience, documentation, works with training, launch activities, slide creation, enables sales and services.
- Forge cross-functional partnerships to get to the work done.
- Create detailed project plans and communicate business updates.
- Identify global resource requirements, if necessary
- Monitor and report project progress, anticipating and reducing risk.
- Evaluate and recommend readiness for implementation
- Handle multiple priorities under tight deadlines
- Strong critical thinking skills and the ability to manage feedback from multiple stakeholders.
- Document new and ongoing information obtained during meetings, identify, communicate and track action items and ultimately making sure all commitments are met in a timely manner.
- Go to Market (GTM), Release Management and Analysis activities; Work closely with the Marketing, Corporate Communications, Service, -Support & Training teams to develop internal and external communication plans (i.e., web, contributed articles, speaking engagements or webinars, training, field communication, external awareness campaigns and collateral)
- Prepare regular presentations for upcoming release(s) to communicate what's coming to portal stakeholders
- Provide product demonstrations to members of Senior Leadership, customers and prospects
- Evangelize and educate customers, prospects, employees and others on the vast capabilities of the portal
- Provide post launch product support -testing, field support, address performance issues and resolve customer complaints
- Capture fallout or deferred items and ensure such items track to future release.
- Establish success metrics and reporting for each product or project.
- Measure and monitor actual usage analytics against targets
- Review and evaluate post release functionality and reporting in order to communicate the overall success of the project in driving key objectives and supporting business case.
Vacancy expired!