Project Co-ordinator - Customer Experience. Matrix management of user acceptance testing resources to support cross-team projects

Transcription

1 Job Description Job Title Grade Unit Sub Unit Responsible to Responsible for Purpose Statement Project Co-ordinator - Customer Experience G6 Marketing Business Change Team - Digital & Customer Experience Change Manager Business Change Team Matrix management of user acceptance testing resources to support cross-team projects The role sits within the Business Change Team within Digital & Customer Experience, enabling the support and delivery of a range of business change projects and their monitoring. Key aspects of the role are: Direct Line Management of User Acceptance testing resources seconded from other areas of the university to support the delivery of projects. Acting as a proxy Product Owner for the delivery of work into agile teams to support project functional delivery. Monitoring and supporting progress of user story completion against targets, including supporting backlog refinement. Administrative support to projects including the preparation of agenda, minutes, action and risk logs and their monitoring. Undertaking research in relation to change initiatives and projects, for example in support of the development of a business case. Supporting the review, testing and monitoring of the online registration systems, including initial investigation of issues identified by stakeholders. Supporting planning and governance functions within the sub-unit (Digital and Customer Experience) portfolio to monitor, from approval, prioritisation and track projects from inception through to conclusion. Scope The role holder, reporting into the Business Change Manager supports the planning, development, delivery and monitoring of improvements to the end to end recruitment journey. RESPONSIBILITIES

2 This is not intended as an exhaustive list of duties or a restrictive definition of the post but should rather read as a guide to the main priorities and typical areas of activity of the post-holder. These activities are subject to amendment over time as priorities and requirements evolve and as such it may be amended at any time by the line manager following discussion with the post-holder. PROGRAMME/PROJECT DELIVERY Support development and delivery of the best possible customer experience for enquirers through to registered students accessing the OU website from all routes including online, offline and experiential channels to convert enquirers into students and to meet business targets Support the collaboration with internal and external stakeholders and partners across The Open University to ensure we provide the optimal student experience and outcome in keeping with The Open University strategy, values and objectives Support the business change team with the creation of plans, documents, analysis and presentations Help to ensure the delivery of a wide range of change projects through project coordination and stakeholder communication under the guidance of the project manager/lead. Undertake analysis and work within broad guidelines to support business research activity. Document business process maps as required to deliver change and/or explore options analysis activity. Maintain project and programme documentation as appropriate including use of SharePoint or other online collaboration and content tools used by the projects. Supports liaison and progress reporting with IT counterparts Maintain awareness of Change Community initiatives in the organisation and engage as appropriate PERFORMANCE AND OPTIMISATION Monitoring the performance of the online registration systems. Support testing of the online registration systems Support incident resolution in respect of systems within the team. Analyse data and reports to summarise performance to a wide stakeholder group and identify trends Maintain accurate customer journey maps and documentation for the online registration system. Bring new ideas and concepts forward to develop innovative and effective solutions to business and marketing challenges RESOURCE MANAGEMENT Budget sheet maintenance for team budgets where required Ensure quality of services or products delivered through testing standards of work delivered to brief, plan and budget. Manages UAT resource across the sub-unit ensuring optimisation of resource in support of project delivery. Prepare and manage UAT resource plan. PORTFOLIO SUPPORT Monitor and progress chase to maintain accurate reporting at portfolio level. Revise business processes in support of governance activity in discussion with Senior Business Change Manager Attend meetings and provide secretariat functional support. Maintain regular dialogue with outside partners to develop skills, technologies, processes and information sources that support the marketing team and its success. Support Digital and Customer Experience planning activity.

3 Communicate Digital and Customer Experience outcomes to wider stakeholders. PROBLEM SOLVING AND COLLABORATION Support the resolution of problems as they arise including use of analysis techniques and process mapping. Undertake options analysis activity. Specify and collate data from a range of sources Contribute to innovation in the development of materials to support business readiness activity with stakeholders

4 PERSON SPECIFICATION Criteria Essential Desirable Education, qualifications and training Knowledge, work and other relevant experience Skills, capabilities and qualities Special working conditions GCSE A-C in English and Mathematics, or equivalent. Experience of working in a project environment Experience in a customer service or customer enhancement environment. Proven ability to present information in different ways to a variety of stakeholders. Proven experience supporting the management of projects with a strong IT component through to successful completion Understanding and experience of sourcing and analysing data for a variety of purposes (customer insight, change cases etc.). Previously held a role within a complex organisation or supported change involving a number of a different organisations Evidence of working within a multi-skilled team with challenging targets Experience of process mapping and design with multiple stakeholders Previously managed the work of an individual, team or supplier High level of proficiency with MS Office is required. Innovative, self-reliant and determined approach to duties Able to work well under pressure Excellent command of written and spoken English - able to write clearly, succinctly and correctly in a well-structured and logical way Evidence of delivering effective change strategies Able to work and think creatively on multiple projects and with multiple project teams and stakeholders Excellent prioritisation and organisation skills Able to identify, extract, summarise and interpret relevant information from a broad range of sources Customer-centric and creative approach to solving problems. Excellent IT skills. Leadership competencies Inclusive, fair and consistent in approach Style and motivations Highly collaborative Able to adapt to changing circumstances Able to work with ambiguity UK A foundation Project Management qualification e.g. PRINCE foundation. Experience of collaborative and Project planning tools. Experience of policy driven change Experience of delivery using Agile and waterfall methods

5 Additional requirements All staff are expected to Undertake any other duties which may be reasonably required Demonstrate a strong commitment to the principles and practice of equality and diversity