The Digital Customer Experience project seeks to enhance the customer experience through a comprehensive redesign/re-platforming of all digital channels including the Company's website, mobile, and Apps.
Related work experience includes, but not limited to, agile project management or customer experience management. Experience with various Company and Customer Operations' computer systems is preferred.
Knowledge of Customer Operations is preferred. Advanced degree Preferred. Project Management training or certification is preferred.
Role & Responsibilities
*Plan, execute, monitor, track, manage risks and issues and report on projects using traditional and Agile development processes and techniques.
*Tracking and communicating team velocity and sprint/release progress to all affected teams and management using Agile estimating techniques.
*Lead, Arrange and facilitate all Agile ceremonies including, Stand-ups, Reviews, Retrospectives, Grooming, and Sprint and Release planning.
*Analyze business requirements to develop and define high-level epics and stories to create a prioritized Product Backlog.
*Write user stories that are clear, concise and easy to understand, driven by VOC and provide business value.
*Identify related user stories and epics, grouping them into themes as necessary and documenting the interrelationship and associated business process flows as necessary.
*Responsible for making sure that daily task status and hours are being updated by team on systems such as RCLM or other Agile tracking systems to provide transparency on product and sprint backlogs.
*Develop and maintain project plans, resource utilization schedules and budget materials.
*Conduct research and analysis to determine business trends, forecasts and benchmarking with utilities and other businesses related to web, mobile and App use and development.
*Develops business and technical requirements for key projects and processes changes associated with the redesign of the Company's digital channels.
*Conducts testing associated with changes to business processes and systems, including development of detailed test plans and test cases, execution of testing, documentation of findings, and working with business and technical staff to resolve identified issues.
*Support a customer-centric culture, taking special interest in meeting the needs of external and internal stakeholders.
Spencer Ogden is acting as an Employment Agency in relation to this vacancy.
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