Job TitleThe Digital Marketing organization drives the Customer Experience and Design strategy for Online portals (Client Enterprise Center). This role, which will support primarily Wireline projects and products, will support all aspects of the project lifecycle.Must Have SkillsAbility to drive, own, and evolve the product development or project management or operational support process for key Client Enterprise Center 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 or 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.Principal Duties and ResponsibilitiesServe 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 or 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 or design prior to implementation to ensure adoption or utilizationManage stakeholder review and approval process for requirements and approachesPartner with GTS during the approach phase to ensure user stories or requirements are captured correctly and project is implemented as requested along with the PMOManage UAT and Release activities for assigned projectsEmploy standard product management skill sets (e.g. identifying cross functional team members, establishing meetings -both recurring and one offs, drives user story or requirements definition, creates wireframes or 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 necessaryMonitor and report project progress, anticipating and reducing risk.Evaluate and recommend readiness for implementationHandle multiple priorities under tight deadlinesStrong 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 activities; 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 or webinars, training, field communication, external awareness campaigns and collateral)Prepare regular presentations for upcoming release(s) to communicate what’s coming to portal stakeholdersProvide product demonstrations to members of Senior Leadership, customers and prospectsEvangelize and educate customers, prospects, employees and others on the vast capabilities of the portalProvide post launch product support -testing, field support, address performance issues and resolve customer complaintsCapture fallout or deferred items and ensure such items track to future release.Establish success metrics and reporting for each product or project.Measure and monitor actual usage analytics against targetsReview and evaluate post release functionality and reporting in order to communicate the overall success of the project in driving key objectives and supporting business case.Knowledge, Skills and AbilitiesStrong communication skills both written and oral; must be able to communicate both internally at Client and externally with customers, prospects and/or vendorsAbility to manage across disparate stakeholder organizations to drive to consensusAbility to interpret sponsor request and translate into online user experienceAbility to analyze data and derive trends and recommendations based upon the dataProficient with Microsoft Word, Excel, PowerPoint and G suite of toolsAbility to interface and influence all levels of management including Senior LeadersStrong Business AcumenStrong consultancy and product or project management skills -superior attention to detailAbility to work in a fluid environment that is fast paced and rapidly evolvingStrong prioritization skills, flexibility and ability to multi-task on a daily basisAbility to operate independently with limited direction and collaborativelyPersonal commitment to a high degree of excellence and quality for all deliverables, personal as well as organizational.Ability to think both strategically and tacticallyTakes ownership and drives projects to completionAbility to make timely decisions in an ambiguous environmentEducation and CertificationsPlease provide the minimum levels to qualify for this jobEducation: BS or BA Degree in Marketing or related field; or equivalent work experienceCertifications: Web design usability and PMP certification strongly preferredOther: Familiarity with IT development practices including Agile and Waterfall methodologyLogisticsShift: 8.00 to 5.