The Director, CX Portfolio Delivery will be the key point of contact for Pearson regional businesses and enabling functions regarding inflight Customer Experience work to ensure that all CX initiatives are appropriately aligned with business strategy. Primary functions will include collaborating with business stakeholders on strategy, facilitating communication on cross-functional projects, strategic planning, and portfolio management. This position requires the ability to facilitate and enable solutions in partnership with delivery teams to maximum CX benefits and drive cross-functional accountability for those benefits.
As a direct report to the VP, Customer Experience, you will have the following accountabilities:
Manage CX Governance and establish operational cadence up to Pearson Executive team
Serve as a single point of contact for business partners regarding CX progress against strategy/goals and associated CX initiative status
Provide clear communication to cross-functional team leads and senior management regarding project status, resource requirements, issues, and priorities. Proactively identify risks and issues, prioritize them, and create plans to resolve in a timely manner
Provide leadership and programme management across the portfolio of key CX initiatives through facilitation of CX program reviews and workshops. These reviews will assure program delivery and facilitate achievement of milestones/dependencies in order to maximise the benefits to the target customer
Translate prioritized product and platform strategies into program visual roadmaps/backlogs aligned to our critical customer journeys to demonstrate progress made, inflight initiative goals and aid the evidence based prioritisation of future investments
Contribute to the strategic planning process by leveraging insights and data analytics to inform decision making which supports continual improvement in customers’ and learners’ experiences and also supports growth and future-proofs the business
Establish and maintain effective working relationships throughout the company
Embrace a culture of continuous service improvement and service excellence
Stay up to date on CX trends
Key Success Criteria
Timely delivery of critical CX milestones and benefits measured through a formalized dashboarding process, including but not limited to the following KPIs
NPS Score Improvements
Priority CX Must-Win milestones achievement to time
Customer Churn rate reductions
Extent to which a CX culture and principles are adopted by key stakeholder groups
Qualifications
Qualifications and Experience
Minimum of a Bachelor's degree in Business or related field required, MBA preferred
An industry recognised portfolio/program management professional (10 years experience) with proven leadership of major digital transformations including CX driven initiatives
Demonstrated strong experience in CX research/analysis led initiatives, including VoC, journey mapping and product development, education market experience preferred
An established history of working with product development teams in an agile environment, including Scaled Agile Framework, to influence product roadmaps/backlogs
Strong oral, written, and presentation abilities - from C-level executives to operations and delivery teams
Strong business acumen with the ability to build business cases for technology initiatives and to effectively communicate the value proposition to non-technical stakeholders
Experience thriving in a fast-paced, collaborative, cross-disciplinary and geographically dispersed environment, management consulting experience at top tier firm is preferred
Confident in working with a range of PPM and reporting tools/processes in both an agile and waterfall context, including but not limited to Google BigQuery, Planview and Tableau
Demonstrated passion for providing customer satisfaction
Current knowledge of Pearson products and services available in the educational market
Demonstrated ability to adapt to changing business priorities and a strong work ethic.
Competences and Behaviours
Customer orientated and technically innovative
Working within an international environment
Builds networks with customers, other team members and other relevant teams is essential
Very good communications, presentation and negotiations skills
Encourages people to be open and share their views
Ability to use own initiative to solve technical problems
Delivery focused and takes responsibility for targets
Drives efficacy into all solutions delivered, demonstration clear and measurable results through the development of KPIs
Strive for standardisation and simplification in all aspects of work
Always cost conscious by balancing needs of the business against the best solutions possible
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
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