Job Summary: 

• Provides strategic and team leadership in the ongoing evolution of the Digital Service Engagement and Knowledge Management capabilities as key enablers of customer experience.
• Creates a compelling vision and roadmap for the future Sleep Number digital service customer experience, collaborates with stakeholders across company to ensure all business needs are met.
• Translates capability roadmap milestones to functional use cases and processes
• Leads product team members to build scalable solutions that deliver frictionless customer and employee experiences.
• Directs efforts for continuous improvement of Knowledge Management business processes ensuring ongoing maturity of the capability, inclusive of information architecture, content standards and design, governance and user experience.
• Enables enterprise-wide knowledge sharing through delivery of simple content authoring tools and processes with focus on one source of truth and quality content curation.
• Leads a high-functioning team with focus on continuous professional development for all team members.
• Effectively communicates the Digital Service and Knowledge Management business value measured through established metrics and KPIs
• Reports out to senior leadership and executives on regular basis.
• Align the program objectives with business objectives and authorise the selection and planning of all related projects and activities
• Plan, schedule, monitor, and report on activities related to the program, ensuring that there were appropriate and effective governance arrangements, supported by comprehensive reporting and communication

Skills on Resume:

• Strategic Leadership (Soft Skills)
• Visionary Planning (Soft Skills)
• Process Design (Hard Skills)
• Team Leadership (Soft Skills)
• Continuous Improvement (Hard Skills)
• Knowledge Sharing (Hard Skills)
• Professional Development (Soft Skills)
• Communication (Soft Skills)

Job Summary: 

• Define and measure technology performance across Digital Sales and Service customer journeys so can meet business objectives and stay ahead of the competition
• Working with Group Digital and Technology teams, identify and lead customer experience and performance improvement initiatives to reduce sales friction, churn and customer service contacts
• Translate data insights from customer feedback, trials, proof of concepts, and systems to identify new revenue opportunities, cost savings, product and proposition enhancements
• Provide inputs on key strategic discussions and decisions that will shape NOW/ OTT product and technology roadmaps and leverage the best of breed opportunities across the Sky Group
• Lead technology readiness activities for new services and Partners so can manage and sustain high quality and customer experience across all channels and products
• Interact and engage with App and Wholesale Partner relationships so that our mutual customers are receiving the best service continually
• Proactively manage dependencies, overcome obstacles and get the best value for money against constraints.
• Develop the team’s and the wider Institute’s knowledge and capability within user-centred design and technology. 
• Supporting decision-making for new technology, development, and procurement within the Institute, acting as a subject matter expert for technology and development.

Skills on Resume: 

• Performance Metrics (Hard Skills)
• Experience Management (Hard Skills)
• Data Analysis (Hard Skills)
• Strategic Planning (Soft Skills)
• Tech Readiness (Hard Skills)
• Relationship Management (Soft Skills)
• Problem Solving (Soft Skills)
• Design Expertise (Hard Skills)

Job Summary: 

• Champion user-centered design to improve the user experience and accessibility of IDS.
• Lead user research and user acceptance testing to validate incremental improvements, putting the user at the heart of decisions.
• Deal with user requests from different teams across the Institute and prioritise those requests that bring value to both the user and the business.
• Encourage an agile approach within the team, fostering a ‘discovery before delivery’ process to ensure that decision-making is supported by user needs.
• Encourage the adoption of digital solutions, pushing a ‘digital by default’ culture within Digital and Analytical Services and the wider Institute. 
• Improving user engagement for IDS and similar applications.
• Develop and maintain the IDS Roadmap by working with internal stakeholders to iterate the roadmap based on organizational aims and objectives.
• Keep the Institute informed about the development of IDS and promote its use.
• Support the Head of Data Innovation and Deputy Director of Digital and Analytical Services with data, analysis, and content for SLT, Board Meetings, and further requests.
• Project manage a blended team of contractors and permanent staff consisting of software developers with a range of skills and abilities, making sure there is an iterative plan to work towards.

Skills on Resume:

• User-Centered Design (Hard Skills)
• User Research (Hard Skills)
• Prioritization (Soft Skills)
• Agile Methodologies (Hard Skills)
• Digital Adoption (Soft Skills)
• User Engagement (Hard Skills)
• Roadmap Development (Hard Skills)
• Project Management (Hard Skills)