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Digital Customer Experience Analyst
Digital Customer Experience Analyst-MON15958
Description
BOMBARDIER
At Bombardier, our employees work together to evolve mobility worldwide - one good idea at a time. If you have a good idea, we’ll provide the environment where it will thrive and grow into a great product or customer experience. Your ideas are our fuel.
In your role, you will:
- In partnership with business unit and IT leads, drive the implementation of strategic digital projects according to defined success criteria
- Drive overall digital governance, including gathering and grooming new demand
- Manage the continuous improvement of a portfolio of digital tools
Duties and Tasks/Essential Functions:
- Identify and drive key project milestones, with the customer experience in mind
- Partner in defining strategic project success criteria and executive communication plans
- Partner in defining strategic project deployment plans
- Create and execute customer change management activities
- Understand customer needs using data-based reasoning
- Participate in customer and employee events in order to increase adoption and gather feedback for your assigned digital tool
- Serve as the focal for your assigned digital tools by regularly meeting with business unit subject matter experts
- Gather/analyze usage data as well as resolve risks and issues for your assigned digital tool
- Gather customer/internal requirements and new demand for your assigned digital tools
- Maintain a list of backlog features for digital tool implementation
- Identify and shape demand for new digital touch point opportunities
- Identify and propose solutions for overall digital customer journey gaps
- Prepare and delivery executive level presentations
- Regularly conduct digital benchmarking
Skill and Knowledge Qualifications:
- Experience with project management, with a focus on change management
- Experience with requirements gathering and definition for both waterfall and agile type methodologies
- Experience managing a product roadmap with multiple stakeholders
- Experience with digital solutions such as Salesforce.com, IBM WebSphere, customer portals, etc
- Familiar with the concept of a customer journey
- Familiar with data management impacts to the customer journey
Competencies:
- Effectively influences others
- Thinks outside the box and excels at problem solving
- Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
- Focuses and guides self and team members in accomplishing work objectives.
- Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
- Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
- Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
- Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
- Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.
- Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
Qualifications
As our ideal candidate,
- You have a strong understanding of requirements gathering and project management
- You are technically savvy (eCommerce and IBM WebSphere considered an asset)
- You have strong French & English communication skills (spoken and written)
- You are comfortable using MS Office programs
- You are customer-oriented & a team player
- Experience in product ownership considered as asset
- Experience in data management considered an asset
Bombardier is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply.
Whether your candidacy is moving on to the next step of the hiring process or not, we will keep you informed by email or by phone. Join us at careers.bombardier.com
Your ideas move people.
Job: Business Analysis
Primary Location: CA-QC-Montreal Dorval
Organization: Aerospace
Schedule: Full-time
Employee Status: Regular
Job Posting: 16.08.2018, 9:52:11 AM
Unposting Date
Ongoing
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