Jr analyst/project coordinator experience and design
The Digital Marketing organization drives the Customer Experience and Design
strategy for Online portals (VEC/My Business). This which will support
projects and products, will support all aspects of the project lifecycle.
Drive, own, and evolve the product development/project management/
operational support process for key Telecommunication Enterprise Center
Serve as the single point of contact for all assigned projects. Create
user stories, requirements, design wireframes, define business processes,
etc while partnering with customers; service, and GTS to drive solutions
and issue resolution.
Develop and execute plans to improve self-serve usage, set strategy for
areas of responsibility and continue to improve customer experience to
eliminate fall out to call centers/Help Desk.
Establish and set expectations with cross functional teams.
Analyze reporting data to identify and drive improvements to increase
utilization of VEC tools and platforms.
Serve as VTF using Agile approach and by executing marketing strategy to drive
utilization and online transactions, and initiatives as prioritized by the
stakeholders from project concept to delivery.
Support projects as prioritized by the business for wireline in assigned
functional area of expertise and manage projects from inception to
Calculate and articulate the financial and service benefits to the organization
Document and drive business case creation through finance and stakeholder
Develop end to end user experience for each project (either individually or via
managing process with Graphic Designer or 3rd party)
Use creative methods to obtain customer feedback on user experience / design
prior to implementation to ensure adoption / utilization
Manage stakeholder review and approval process for requirements and approaches
Partner with GTS during the approach phase to ensure user stories/requirements
are captured correctly and project is implemented as requested along with the
Manage UAT and Release activities for assigned projects
Employ standard product management skill sets (e.g. identifying cross
functional team members, establishing meetings - both recurring and one offs,
drives user story/requirements definition, creates wireframes/user experience,
documentation, works with training, launch activities, slide creation, enables
sales and services.
Forge cross-functional partnerships to get to the work done.
Create detailed project plans and communicate business updates.
Identify global resource requirements, if necessary
Monitor and report project progress, anticipating and reducing risk.
Evaluate and recommend readiness for implementation
Handle multiple priorities under tight deadlines
Strong critical thinking skills and the ability to manage feedback from
Document new and ongoing information obtained during meetings, identify,
communicate and track action items and ultimately making sure all commitments
are met in a timely manner.
Go to Market (GTM), Release Management and Analysis
Support GTM elements - Work closely with the Marketing, Corporate
Communications, Service, Support & Training teams to develop internal and
external communication plans (i.e., web, contributed articles, speaking
engagements/ webinars, training, field communication, external awareness
campaigns and collateral)
Prepare regular presentations for upcoming release(s) to communicate what's
coming to portal stakeholders
Provide product demonstrations to members of Senior Leadership, customers and
Evangelize and educate customers, prospects, employees and others on the vast
capabilities of the portal
Provide post launch product support - testing, field support, address
performance issues and resolve customer complaints
Capture fallout/deferred items and ensure such items track to future release.
Establish success metrics and reporting for each product / project. Measure and
monitor actual usage analytics against targets
Review and evaluate post release functionality & reporting in order to
communicate the overall success of the project in driving key objectives and
supporting business case.
Strong communication skills both written and oral; must be able to communicate
both internally at Telecommunication and externally with customers, prospects
Ability to manage across disparate stakeholder organizations to drive to
Ability to interpret sponsor request and translate into online user experience
Ability to analyze data and derive trends and recommendations based upon the
Proficient with Microsoft Word, Excel, PowerPoint and G suite of tools
Ability to interface and influence all levels of management including Senior
Strong Business Acumen
Strong consultancy and product/project management skills - superior attention
Ability to work in a fluid environment that is fast paced and rapidly evolving
Strong prioritization skills, flexibility and ability to multi-task on a daily
Ability to operate independently with limited direction and collaboratively
Personal commitment to a high degree of excellence and quality for all
deliverables, personal as well as organizational.
Ability to think both strategically and tactically
Takes ownership and drives projects to completion
Ability to make timely decisions in an ambiguous environment
EDUCATION AND CERTIFICATIONS
Please provide the minimum levels to qualify for this job
Education: BS/BA Degree in Marketing or related field; or equivalent work
Certifications: Web design usability and PMP certification strongly preferred
Other: Familiarity with IT development practices including Agile and Waterfall