Undertake in-depth analysis to drive out 'best in class' digital messaging to ensure sales and excellence in service across digital channel experience.
Identify the source of data/insight to underpin the design of digital messaging for both manufacture and deployment
Support the definition and scoping of analysis activity for digital messaging initiatives working with in country teams: identify current state, undertake gap analysis, brief in to design new requirements
Oversee the production of the Digital Messaging documentation in line with committed timescales and methodology, securing Approval from stakeholders as required
Provide deep and/or broad subject matter expertise
Challenge business requirements where these are not supported by robust data / priorities.
Build and maintain successful working relationships with both internal and external parties across Digital
Build and maintain excellent relationships with key parties in each entity, tailoring messages to specific audiences
Support Digital Messaging activity across a portfolio of projects/initiatives
Collaborative working with business partners (In country Digital teams, HDS, CVM, Marketing, Operations, HOST)
Indirect leadership of resources and specialists across other functions and organizations (where work is outsourced).
Oversee Quality Control in Analysis team output
Digital COE governance structures
Identification of key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate
Facilitate sharing of best practice across Digital supported Entities and with wider Digital community globally
Strong Analytical ability and experience - excellent attention to detail, and the ability to work with complex data from a variety of sources, and to operate effectively where data is ambiguous or incomplete
Solid understanding of digital technology
The ability to quickly understand customer and operational considerations, e.g. risk
Awareness of User Centred Design methodology, sourcing of customer insight and importance of customer testing
Excellent understanding of project methodology, frameworks and best practice
Subject Matter Expertise of channel, including technical, commercial, market place and customer considerations
Innovative – the ability to approach things differently or do different things to deliver goals
Commercial focus - capable of identifying and quantifying key business drivers to achieve business goals
Experience of process improvement and LEAN thinking methodologies
Highly developed communication skills, both written and verbal, to explain complex or technical issues
Pragmatic decision making skills, with the ability to make clear judgments based on a range of factors, e.g. commercials, risk, customer experience; determine the implications and make recommendations as needed.
Excellent relationship management and influencing skills to satisfy a wide range of internal and external customers with conflicting priorities
High levels of resilience and self-motivation
People skills with the ability to share own Subject Matter Expertise to coach and develop others