You take on several roles, including business strategist, product designer, market analyst, customer liaison, and project manager. He/she represents the end user / business community and owns the end-to-end responsibility and decision making in identifying, prioritizing, and following up requirements to maximize value and cope with product and business evolutions.
He, she ensures the effective and efficient adoption of his/her application(s) by coordinating the needed change management activities, including animating the user community, providing user administrative support, providing training, writing guidelines, capturing feedback and creating business documentation.
He defines the product vision, organises the proof of concepts, collect requirements, prioritizes needs and helps in setting up low-code/no-code applications where applicable. He acts as the primary liaison and evaluate/communicate about the progress.
Tasks description:
Creates the vision around his/her application(s). Helps identifying the required technologies and solutions to rollout efficient and great customer experiences. Builds up a network of subject matter experts, partners and organises the interaction between them to detect needs and priorities. Captures and refines business requirements related to customer experience improvements, product and/or business evolution. Defines the annual delivery roadmap and obtains the approval management on it, in line with the governance regarding resource allocations and delivery plan.
Interact with product owners, business analysts, developers, testers, project managers and ensure good collaboration to achieve in-time delivery and within budget. Translates business requirements into effective user stories that could be analysed by IT experts.
Is the expert of the application(s). Promotes and ensures efficient usage of his application(s). Takes responsibility in process definition to ensure correct usage of his application(s). Drives and monitors adoption and organises needed change management activities to support. This includes defining and executing communication plans, training plans, and animating user communities where appropriate. Where appropriate, handles user management, and provides first line user support, managing business related support directly and passing on IT related support to the IT teams.
Participates in multiple cross departmental projects and workgroups that are related to his/her application(s). Identifies opportunities and synergies. Validates the deliverables that impact his application(s)
Follows up on our supplier's roadmaps and investigate relevance for business.
The job has a focus on the rollout of the digital customer journey which consists of solutions covering conversational AI, Digital adoption, Online payment, Online Self-Service, Digital Knowledge Base, Customer Feedback, etc.
Your Profile:
Fully customer oriented with focus on "Customer experience above all else" .
Having a proven experience on conversational AI platforms and online payment platforms.
Experience on Low-Code / No-Code solutions is a plus.
Ability to explain solution designs adequately towards both technical people and business minded people.
Leadership and facilitation skills to collect and consolidate user needs into agreed roadmaps.
Ability to translate business needs into technical specifications.
Analytical mind and affinity for IT.
Team player who likes to share knowledge, takes initiative, and can work independently.
Fast learner, good communication and negotiation skills.
Can set priorities and manage multiple tasks.
