[Hiring] Director of Digital Customer Delivery @NR Consulting

Role Description

The Digital Customer Delivery Director is responsible for all application management functions and initiatives for the client business, including:

• Marketing
• Sales & Distribution
• Customer Service
• Online Membership
• Charity services

This includes all external facing components and capabilities of Insurance, Fraternal, and Corporate segments of the business. The scope includes overall global practice development encompassing:

• Defining policies
• Structures
• Cross functional governance
• Integration of IT capabilities needed to deliver and support application solutions across the company

This individual is an experienced strategic thought-leader within the digital and web area having in-depth knowledge of:

• Digital web and mobile products
• Technologies
• Platforms
• Patterns
• Frameworks
• Methodologies
• Operations

This leader is a key player in the transformation efforts around customer relationship management and growing digital capabilities. This person facilitates improvements by applying cross functional business knowledge to change approaches and working practices, typically using recognized models, best practices, standards, and methodologies. This role also provides advice and assistance in improving the quality of software development by focusing on:

• Process definition
• Management
• Repeatability
• Measurement

Core Responsibilities

• Provides organizational leadership and guidelines to promote the development and exploitation of specialist knowledge in the organization.
• Collaborates with the Senior Director of Enterprise Solutions Delivery to set all application based financial budgets and targets, ensuring adequate funding for all IT targets and plans.
• Ensures segments within ESD meet their expense management goals.
• Brings about significant improvements and measurable business benefits by identifying, proposing, initiating, and leading programs of improvement.
• Enhances existing approaches to process improvement and/or develops new approaches.
• Establishes client requirements for the implementation of significant changes in organizational mission, business functions and processes, organizational roles and responsibilities, and scope or nature of solutions delivery.
• Participates in the creation and review of an enterprise application capability strategy to support the strategic requirements of the business.
• Identifies the business benefits of alternative strategies.
• Collaborates with IT senior leadership to support development of enterprise-wide architecture and processes.
• Ensures compliance between business strategies, enterprise transformation activities and technology directions.
• Ensures the overarching application strategy for addressing risks arising from business operations and change is being followed.
• Delegates authority to Solutions Delivery Managers for detailed planning and execution of risk management activities.
• Participates in the definition and implementation of the organization's application initiative portfolio management framework.
• Participates in the ongoing monitoring and review of application and initiative portfolios for impact on business activities and realization of strategic benefits.

Qualifications

• Proven track record of leading, managing and developing high performing teams.
• Possesses a full range of application management, strategic management, business process improvement, financial management, strong leadership and influencing skills.
• Minimum of 5 years working with CRM and digital experience platforms.
• Experienced in leading application development, implementation, and operations in the digital and web space.
• Expertise with a broad base of digital web and mobile products, technologies, platforms, patterns, frameworks, and methodologies.
• Excellent presentation and communication skills.
• Understands, explains, and presents complex ideas to audiences at all levels in a persuasive and convincing manner.
• Has a broad and deep business knowledge, including the activities and practices of other organizations.
• Has a deep understanding of the industry and the implications of emerging technologies for the wider business environment.
• Experienced in application management delivery methodologies (agile, iterative, DevOps, waterfall, testing, micro-services, lean six sigma, etc.).
• Knowledgeable in IT Service Management and experienced in ITIL Service Design, Service Operation and Service Transition.
• Ability to successfully resolve conflicts.
• Ability to drive and move a team to completion of goals.
• Proven track record of developing staff.
• Experience in a multicultural environment.

Education

• BS or BA in Computer Science or Business Administration.
• 10-15 years of IT and business/insurance industry experience with at least 3 years of leadership experience in managing multiple, large, cross-functional teams or projects.
• ITIL Foundation certificate.