Senior Specialist, Digital Change Management

JOB PURPOSE

As a key member of the Digital Change Management team, the Senior Specialist, Digital Change Management partners closely with the business functions to capture, understand, prioritize, and describe their Digital demands. Provide the primary business interface to Digital delivery and enablement functions for an effective alignment with business needs.

The Senior Specialist, Digital Change Management assists in managing the communication with the Customer functions. Leads the transitions efforts and help customers in adopting and adapting to the new Digital services and solutions.

Responsible for maintaining optimal customer satisfaction levels, the Senior Specialist, Digital Change Management proactively identifies service improvements opportunities and work with the Customers in the resolution of service conflicts.

• Serve as “a trusted advisor” and the primary point of contact from Digital for business line, managers, and key contacts in order to communicate IT services and capabilities.
• Plan and lead the liaison between the business functions and the Group Digital & Cybersecurity teams in order to provide the required guidance to the business users and maintains a positive relationship with Group Digital & Cybersecurity customers.
• Develop recommendations to facilitate the joint or coordinated application project delivery across business units in collaboration with other Digital teams. Evaluatesjoint initiatives as they relate to corporate strategy to ensure convergence and opportunities for measurable success.
• Support high-level feasibility studies in pre-project phase to determine the viability of progressing a solution or a service.
• Market Digital solutions to the business and run awareness campaigns to promote their efficiency and utilization.
• Develop a communications program to maintain an effective communication channel with customers that build stronger relationships.
• Define Digital change management strategy across the group companies and standardize the communications for the Group Digital & Cybersecurity projects
• Build and improve customer relationships e.g., conducting surveys; forming focus groups; benchmarking best practices; analysing information and application usage.
• Advise the business line on the risks and benefits of existing and new technology to build competitive advantage and improve business performance.
• Coordinate with the internal Digital & Cybersecurity Teams to develop and maintain multi-year business capability roadmaps. Contribute to business strategic planning process and facilitate the Group Digital & Cybersecurity execution of business changes through the use of technology to meet the Function’s objectives
• Plan, supervise and coordinate all activities in the assigned area to meet functional objectives.
• Train and develop the assigned staff on relevant skills to enable them to become proficient on the job and deliver the respective business objectives.
• Implement approved Function/ Division/ Department/ Section policies, processes, systems, standards and procedures in order to support execution of the work programs in line with Company and International standards.

• Supervise the tracking of Business Portfolio Communications of Group Digital & Cybersecurity Projects.
• Lead the liaison with business unit management and enables them to articulate their technology needs and requirements that will advance business performance.

• Implement the best practices for all Change Management activities / implementations.
• Provide the required training and support to users during and after deployment any relevant digital solutions.

• Contribute…