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Director, CX Portfolio Delivery

Posted 7 February by Pearson UK Featured Ended

Director, CX Portfolio Delivery

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.

We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Context

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into a digital experience, we are always re-examining the way people learn best. We are bold thinkers and innovators who motivate each other to explore new frontiers in an environment that supports and inspires us. By pushing the boundaries of technology — and each other — we aim to be a catalyst for the world’s innovations, personal and global, large and small.

Summary

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.

General Responsibilities

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.

Primary Location: US-NJ-Hoboken

Other Locations CA-ON-Toronto, GB-GB-London

Work Locations: US-NJ-Hoboken-221 River 221 River Street Hoboken 07030

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Reference: 34413938

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