CX Specialist / Senior Analyst

Transcription

1 Position Description [JobTitle] CX Specialist / Senior Analyst Created: 14 July 2017 Group: Customer Strategy & Regulation Position number: TBA Job family: Customer Hours worked per week: As required Manager s title: Customer Direction Manager Manager once Removed s title: Head of Customer Direction & Experience Status of PD: Draft Work location: Parramatta Does the employee need to drive a vehicle as part of the role? No Does the employee have to provide a car for work purposes (budgeted in their TRP?) No Number of direct reports: 0 Number of indirect reports: TBA Level of Role Staff or Specialist Manager Manager once Removed To be completed after evaluation by job evaluation coordinator only: Evaluated grade: To be evaluated Section 1: Purpose and context Purpose of the Position Both a customer advocacy design expert and a business-led senior analyst, the Customer Specialist / Senior Analyst s role draws on HCD methodologies, multi-channel customer experience design, platform and touchpoint optimisation skills - and senior level business analysis capability - to provide strategic options and support the implementation of project deliverables which meet our customer promises, and provide business outcomes that are both feasible and viable both in the short- and long-term. 1 Customer Specialist / Senior Analyst Page 1 of 8

2 The structural context for the position (draft) Head of Customer Direction and Experience Customer Intelligence Manager Customer Direction Manager CX Solutions Manager Research and Engagement Lead CX Strategy Lead CX Design Lead Senior Customer Insight Analyst CX Specialist/ Snr Analyst CX Project Coordinator Strategy Analyst What are the direct and indirect (dotted line or staff-once-removed) reports to the position? Not applicable Section 2: Key accountabilities and outcomes/tasks Leadership expectations As per a Lead the busness function Customer Specialist / Senior Analyst Page 2 of 8

3 Technical accountabilities Drawing on industry and customer advocacy design expertise, review the opportunities and provide options for change to support our customer-centric delivery imperative; in-particular: Channel-specific customer journeys and opportunities to enhance or refine the current customer experience; and Segmentation specific change and touchpoint optimisation recommendations and project implementation activities. Engage and/or gather insights from customers, community, government and business stakeholders to analysis the as is. Complete current state business analysis and identify areas for change such as experience design, levels of service, performance requirements, channel capability, use cases per channel/platform. Complete synthesis and options analaysis based on discovery phase and business analysis which may include summary of data collection, customer research, process maps, customer journey and empathy mapping; and Define design challenges for the CDE CX Design team, supported by all discovery artefacts and business analysis documentation. Acting as Customer Specialist and Senior Analyst, maintain ongoing engagement with the CD Design team while each design challenge continues through HCD methodology stages; including Post-solution design, support business case development as required. Input as Customer Specialist and Senior Analyst on the CX Lab review panel, reviewing idea and change submissions received via the CX Lab Council. Review proposals with a HCD lense (customer, business, technical) and prioritise based on benefits and the current 4-year roadmap activity; and support presentation of strategic recommendations to the Head of CDE for approval. Work directly on key CDE customer-centric project delivery, with activities and accountabilities specific to customer advocacy design and busienss analysis. Actively manage risks, issues, and opportunities related to the development and implementation of the CX strategy and roadmap. Systems accountabilities External vendor contract management. Process accountabilities CCoE Program governance: project specific accountabilities CX Lab governance framework: review and recommendation process CX Design HCD framework: design challenge specific accountabilities CDE Operating model and governance requirements Customer journeys Internal working relationships Customer Specialist / Senior Analyst Page 3 of 8

4 Work with CDE Customer Intelligence to review research and insights support CX strategic recommendations and project specific deliverables Develop a close working relationship with the CDE CX Design team and CX Lab to support development of design challenges, providing full discovery and business analysis to ensure a successful HCD project implementation Provide inputs and recommendations into the CDE CX Lab review council. Digital Services and customer-facing channels supporting strategy development, business analysis and case development, and implementation. CDE peers develop strong, open and collaborative relationships to ensure CDE s operating model and team approach continues to be successful. Customers (external) 3rd party commercial/supplier partners e.g. consultancies Category Peers e.g. utility peers Service Peers e.g. Telco, banking, grocery retailer peers Impact of position Contribution Spectrum 2 Delivery Operational Tactical Strategic This role: 1. Develops and delivers customer experience strategic change recommendations 2. Informs the CDE CX strategic 4-year roadmap with strategic customer and business analysis; and 3. Supports the short-, medium- and long-term CX Strategy. Financial Not applicable Innovation and Complexity Innovation Make/recommend minor changes Develop improved day to day processes Make major improvements or changes to ways of working Lead innovation and change The role requires: An analytical mind-set and a creative strategic thinker, you will have the ability to take complex data sets and combine these with customer sentiment insights, customer experience and empathy maps to provide an informed and robust case for change A customer advocacy specialist who knows how to walk the tightrope between customer needs and wants, and viable business benefit realisation. Customer Specialist / Senior Analyst Page 4 of 8

5 Safety The role is expected to ensure the safety & wellbeing of all Sydney Water employees & contractors working within the unit, to implement actions from personal safety action plans and to demonstrate visible safety leadership. Section 3: Knowledge/skills/experience Tertiary qualifications in business or a related field Outstanding communication, stakeholder engagement and relationship building skills that instil confidence Minimum 5 years experience in customer-centric design and/or advocacy preferably with a HCD background Minimum 5 years experience in business analysis and business case development Minimum 5 years experience in providing senior level advice, and successfully managing crossorganisational teams to deliver outcomes Minimum 5 years experience in the customer space, including experience in the development of customer experience design, customer journey mapping and an understanding of domestic and international trends in this field Developed commercial acumen, business understanding, and strategic thinking and planning skills, to effectively develop and lead strategy development and implementation Ability to identify strategic needs, including sound business recommendations and generate alignment with key business partners Requires the ability to take complex data, process and cross-channel considerations and develop and strategic pathway for customer-centric delivery - translating this into clear and concise recommendations understood by all across the business Ability to translate multiple data sources into strategic insights, tangible business specifications and pragmatic solutions Ability to understand business drivers (internal and external) and balance people, customer, financial and community considerations to achieve business outcomes Ability to think outside the square, look beyond the obvious and consider the business and customer ecosystems to develop new opportunities. Committed customer advocate with proven experience driving customer outcomes Self-starter who can deal with organisational ambiguity and knows how to build trust, create certainty and prioritise to achieve sustainable change Highly pro-active with exceptional integrity, professionalism, efficiency and accuracy Humility, willingness to learn, personal resilience and a genuine passion for achieving outcomes Work in partnership with CDE peers to achieve an end to end customer experience and meet financial, strategic, people and operational goals Additional notes: I Customer Specialist / Senior Analyst Page 5 of 8

6 Sydney Water expects all staff to do other projects and perform additional duties as required. Customer Specialist / Senior Analyst Page 6 of 8

7 Appendix People management accountabilities Manager once Removed accountabilities Ensure consistency across the business unit and integrate the work of teams Appendix Provide subordinates once removed with someone to talk to if they feel they are not being treated fairly by their manager or if they want to appeal a decision made by their manager Ensure the quality of management for subordinates once removed Answer the question about future of the subordinates once removed by making a clear judgment of potential and providing feedback Build capability for future roles Plus manager and planning accountabilities below Manager accountabilities Provide leadership to direct reports Ensure direct reports fully understand my role (as a manager), accountabilities and authorities Build and maintain a strong, two way, trusting working relationship with my staff based on achieving the business goals and enabling subordinates to work to their fullest potential Ensure my direct reports can answer key questions of: o o o Where are we going? What is their work? How their performance will be assessed? Set clear tasks by explaining the background to the work (context), the purpose, how much is required and to what quality, the resources available and the time Make accountabilities and authorities clear and ensure subordinates have the financial, people, and physical authorities needed to be able to achieve their work Set effective baseline conditions for productive work by completing important people management processes of selection, induction, contribution assessment and provide development for the position so staff can complete tasks effectively Ensure the team works in a way that each team member actively contributes to the decisions made and moves in a set direction with commitment Communicate with direct reports, in person about, change wherever possible Quickly address discomfort or tension so problems are resolved before they develop into conflict Lead culture change within your team Role model corporate behaviours and ethics Guide and support direct reports, so they are focused and connected to the Safe and Well Together vision and strategy Positively encourage and coach direct reports with respect to their Safe and Well Together visible Leadership behaviours Ensure accountability for Health, Safety and Wellbeing leadership is demonstrated through personal safety action plans Demonstrate commitment to being Safe & Well Together in meetings such as sharing lessons learned and Safety moments Participate in health, safety and wellbeing activities such as wellbeing support activities, Incident investigations, safety meetings, safety inductions and safety training. Plus planning accountabilities below [JobTitle] Page 7 of 8

8 Planning accountabilities Appendix Ensure systems of work and processes are effective, that the structure of the team supports the work to be done and that work is aligned across members of my team Develop team business plans and ensuring effective execution of those plans Ensure work occurs at the right level and outcomes are delivered to the agreed requirements. Integrate work across team/s Apply Sydney Water policies and procedures consistently and fairly Communicate what is required for the business and why. Signature behaviours All staff are accountable for demonstrating Sydney Water s signature behaviours of: Focus on solutions (Positive attitude, change ready, improvement and insight) Stand up and contribute (Participation, collaboration, courage and respect) Do what you say (Honesty, integrity, transparency and trust) Support and Encourage (Encouragement, communication, empathy and cooperation) Own the outcome (Ownership, accountability, results and accomplishment) [JobTitle] Page 8 of 8