About the role
Job Responsibilities
- Own the strategy, roadmap, governance, and delivery of enterprise Customer Experience (CRM) platforms, ensuring alignment with business objectives and customer engagement goals.
- Partner with business, technology, data, digital, risk, and architecture teams to define solutions, prioritize demand, and drive platform enhancements and modernization initiatives.
- Lead business analysis, requirements gathering, solution design, business case development, and roadmap planning for CRM and customer experience initiatives.
- Manage portfolio governance, project execution, stakeholder engagement, risk management, and executive reporting to ensure successful delivery of strategic initiatives.
- Drive customer experience improvements through process optimization, operating model enhancements, change management, adoption planning, and value realization activities
Job Requirements
- Bachelor's degree in IT, Business, Finance, Marketing, or a related field.
- 8-10+ years of experience in CRM, customer experience, digital transformation, programme management, or business analysis.
- Strong knowledge of CRM platforms, customer journeys, and enterprise transformation programmes.
- Proven experience in roadmap development, portfolio management, and business case preparation.
- Strong stakeholder management, communication, and leadership skills.
- Agile, Scrum, PRINCE2, ITIL, or Business Analysis certifications are an advantage.
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