Is Voice Of Consumer Lifecycle Manager Job in Abb

In this role you will be accountable in establishing and executing a global Voice of the Consumer framework in ensuring that customers and consumers feedback is well understood, analyzed, acted against, and the results communicated back to the appropriate stakeholders.

Your responsibilities

• Accountable for designing, establishing, and executing a global Voice of the Consumer (VOC) framework based on industry best practices to ensure that customers and consumers feedback is well understood, analyzed, and acted against. Ensuring the design, deployment, and continual maturity improvement of cross-functional processes related to IS consumer services delivered to ABB end-users.
• The framework consists of a governance model and its associated processes, an engagement and operating model, and a set of principles and cultural behaviors.
• Managing user experience evaluation of consumer-facing services, in assuring that the usability and accessibility requirements have been met, required practice has been followed, and systems in use continue to meet organizational and consumer needs. Advising on what to evaluate and the type of evaluation to use and the extent of user involvement required.
• Working iteratively with key stakeholders in ensuring that the results of evaluations are understood and acted upon for all consumer-facing services.
• Advising on the application of appropriate VOC quality management techniques and best practices. Ensuring that projects, teams, and functions have appropriate methodology in place and are meeting required organizational quality levels.
• Managing end-to-end survey management to capture both consumer (all ABB employees and externals) and customer (Business CIOs) feedback to understand their experience when using IS services.
• Proactively collaborating with all IS functions (Corporate, GBS, Business) and their 3rd party partners through the framework implementation and ensuring appropriate actions are taken in response to customers and consumers feedback and ensuring services are perform to Business expectations.
• Identifying the communications and relationship needs of consumer groups. Translating communications/consumer engagement strategies into specific activities and deliverables. Facilitates open communication and discussion between consumers. Provides informed feedback to assess and promote understanding. Facilitates business decision making processes.
• Proactively collaborating with the IS Continuous Improvement Manager to ensure that customers and consumers feedback are translated into transformational initiatives. Proactively collaborating with the IS Measuring and Reporting on the automation of VOC data and correlation of other measurements for the identification and prioritization of improvement initiatives.
• Proactively collaborating with the IS Consumer Experience Architecture Manager by providing a set of prioritized business needs based on the VOC results. Proactively collaborating with the IS Global Consumer Insights Manager to ensure that customers and consumers feedback have achieved the objectives after implementation.

Your background

• Bachelor s Degree in Computer Science or a related discipline. Master s Degree preferred.
• Above 5 years of relevant experience in IT.
• Above 3 years of experience interacting face-to-face with customers and consumers.
• Above 2 years of experience in roles connected to technology.
• Above 2 years of experience working with analytical tools (e.g. Power BI, Tableau, etc.).
• Passionate about Consumer Experience (CX).
• Deep understanding of consumer needs.
• Strong listening, communication, negotiation, and presentation skills.
• Excellent skills in data interpretation and translating business needs to corrective actions.
• Enthusiasm for continuously improving the IS experience, making it more enjoyable and productive for consumers.
• ITIL 4 foundation certification.
• ITIL Specialist drive stakeholder value certification preferred.
• Lean Certifications preferred.
• SCRUM certification is a plus.
• Proven experience managing VOC programs and cross-functional initiatives.
• Ability applying Agile methodologies, i.e. SCRUM when implementing VOC.