Chapter Leader, WDX Customer Solutions

Chapter Leader, WDX Customer Solutions

Workplace Digital Experiences (WDX) Customer Solutions community works together to tackle complex business challenges mission that helps unite and connect WI customers and associates through integrated digital experiences.

As a Chapter Leader in WDX Customer Solutions, you will blend deep commitment to improving our customer experience with a passion for hiring, coaching, and developing associates. In this player coach role, in addition to managing a team of Business Analysts, you will also have responsibilities work directly on a Workplace Digital Experience agile squad.

Directors in Customer Solutions must be highly motivated, “self-starters” with a sense of ownership, and a strong desire to succeed.

• People management background - including sourcing, recruiting, hiring, and performance management
• You are intellectually curious and model a culture of continuous learning, mentoring and coaching
• You effectively develop and proactively share your knowledge and perspectives and build the same expectation within your chapter
• Proficiency in various business analysis methodologies, including data analysis, use case development, story writing, and user acceptance testing and product documentation.
• Relevant experience, preferably in product development / strategy / planning / program management / decision support.
• Highly adaptable and experienced wearing many hats.
• Analytical, including ability to distil insights into a compelling story.
• Strategic professional with proven success working in large, matrixed organisation with leadership to build alignment and drive prioritization.
• Highly collaborative teammate with excellent communication skills with which you build and maintain strong cross-functional partnerships and relationships at all levels of the organization
• Proficient in MS Word, Excel and PowerPoint
• Excellent program management and organizational skills, with experience organizing and running business workstreams and routines.
• Experience dissecting sophisticated problems, analyzing potential solutions, and independently solving, where feasible.
• Strong verbal, written, and facilitation skills with the ability to interact with a diverse group of stakeholders, including executives, managers, and subject matter specialists.
• Ability to identify, bring awareness, assess program risks, and manage through them proactively.
• Strong relationship building skills with proven ability to rally support and move distributed groups to action.
• Strong leadership skills with an ability to lead with empathy to resolve conflicts.
• Negotiation, conflict resolution, influencing and enterprise navigation capabilities.
• Proven time management skills; able to balance multiple competing priorities consistently with urgency.
• Ability to lead technical discussions and help facilitate decision on critical.
• Ability to find opportunities to innovate and take thoughtful risks to get the work done better and faster.

• Participate in defining product vision, roadmap and growth opportunities.
• Identify, define and articulate strategic product initiatives/roadmaps for the squad.
• Understand Workplace Investing business and enterprise organizational structures.
• Work with key partners to define product features and maintain awareness of internal and external market trends.
• Build effective relationships with key business, IT and Legal, Compliance, and Risk partners to drive initiatives to completion.
• Support critical business routines including overall structure and design of leadership meetings to ensure alignment of goals, effective use of time, and efficient decision-making.
• Provide program management for key critical initiatives.
• Apply expert knowledge and act as a trusted adviser by providing consultation services to internal clients in areas of critical initiatives.
• Identify business needs and improvement opportunities; develop use cases and propose solutions.
• Actively manage partner expectations and maintain strong communication.