Senior analyst experience and design

Crossfire consulting - Ashburn
new offer (07/06/2020)

job description

The Digital Marketing organization drives the Customer Experience and Design strategy for Online portals (VEC/My Business). This which will support primarily Wireline

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 (VEC) initiatives.

-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 implementation.

Calculate and articulate the financial and service benefits to the organization (e.g. ROI/PxQ).

Document and drive business case creation through finance and stakeholder approval.

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 PMO

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 multiple stakeholders.

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 prospects

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.

Knowledge, Skills & Abilities:

Strong communication skills both written and oral; must be able to communicate both internally at Telecommunication and externally with customers, prospects and/or vendors

Ability to manage across disparate stakeholder organizations to drive to consensus

Ability to interpret sponsor request and translate into online user experience

Ability to analyze data and derive trends and recommendations based upon the data

Proficient with Microsoft Word, Excel, PowerPoint and G suite of tools

Ability to interface and influence all levels of management including Senior Leaders

Strong Business Acumen

Strong consultancy and product/project management skills - superior attention to detail

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 basis

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


Please provide the minimum levels to qualify for this job

Education: BS/BA Degree in Marketing or related field; or equivalent work experience

Certifications: Web design usability and PMP certification strongly preferred

Other: Familiarity with IT development practices including Agile and Waterfall

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Senior analyst experience and design

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