Wolters Kluwer Vice President, Digital Product Strategy in Boston, Massachusetts
The Vice President, Digital Product Strategy is responsible for the development, direction, and execution of the digital customer experience strategy. This position will influence the partnership with product management, marketing, sales, engineering, support/operations, and information technology teams to deliver a digital platform strategy enabling an industry-defining digital experience throughout the customer journey – including customer lifecycle elements of shop-> try-> buy-> use-> support-> renew. This position works collaboratively with cross-functional senior leadership teams in the business unit and global division to facilitate the execution of digital customer strategies through effective oversight, prioritization, and resource allocation.
This is a newly created role requiring someone to be hands on and maintain a roll-up-the-sleeves mentality. The ideal candidate is a seasoned leader with a proven track record of building and delivering digital customer experiences in a cloud software company.
The person in this role can be located in one of our office locations or can be remote.
Essential Duties and Responsibilities:
Lead the design, development and execution of a comprehensive digital customer strategy that aligns with the business’s strategic objectives to deliver a world-class digital experience across a portfolio of products, creating customer advocacy at each engagement.
Define the online digital experience by engaging deeply with our customers and leveraging the integration of SFDC and SAP, with proven experience in automating manual processes including paper to digital billing, and system integrations through direct integration or data lakes.
Directly lead the Master Data Governance team for customer master-data; define and implement the master data governance framework, with a focus on improving data quality and consistency, and the protection of sensitive data through strong policies, standards, principles, metrics, processes, related tools, and data architecture.
Indirectly oversee and influence cross-functional teams accountable for the digital experience delivery and KPI definitions, including Account Services, Account Management, and AR functions.
Leverage customer insights, emerging trends, and analytics to drive continuous improvement; partner cross-functionally to analyze market and customer data to inform and drive digital product development and to develop standards, processes, and programs to identify and address gaps in the customer experience.
Accountable for the evolution and delivery of digital experiences which include identifying opportunities to transform digital solutions and the delivery of existing services and capabilities, managing external digital consumer experience vendors, and partnering with user design experience (UX) and user interface design (UI) teams.
The successful candidate will:
Have advanced experience in a highly digitized, data-driven organization.
Have proven ability to plan, implement, manage, and/or sponsor projects that are highly complex using accepted project management standards.
Have advanced analytical capabilities and a demonstrated ability to assimilate a wide range of information, distilling into meaningful sights.
Be well grounded in digital customer operations and have process improvement expertise.
Thrive on change and continuous improvement.
Demonstrate and foster a sense of urgency, strong commitment, and accountability while making sound decisions and achieving goals.
Focus on exceptional customer service and drive innovation to create an atmosphere that supports new ideas and initiative.
Articulate, inspire, and engage commitment to a plan of action aligned with organizational mission and goals.
Create an environment where people from diverse cultures and backgrounds work together effectively.
Be of unquestionable integrity, ethical and moral character.
BA degree/Master’s degree in Business Operations/Strategy, Information Technology, Business Administration, or related area of study
15 years of relevant combined work experience in operations, digital experience/strategy, or information technology with a minimum of 5 years of building and delivering online and digital customer experiences
5+ years of experience in enterprise cloud software or similar companies
Proven experience with customer-centric design and driving product development and innovation with implemented online digital customer solutions
Experience supporting a wide range of customers and partners, ranging from small firms to the largest enterprises in the world
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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