Responsibilities and Tasks
- Contribute to our HL 2030 Strategy by prioritizing issues meaningful problems with significant business impact through innovation using a customer-centric mindset.
- Execute on the existing roadmap and contribute towards shaping the long-term strategy for self-service products.
- Continually assess voice of customer, market segment trends, competitive opportunities, and threats to define / support our strategy.
- Review cross-functional process to translate the desired customer experience into a logically sequenced and optimized product roadmap and major product releases. Create buy-in for the product roadmap with internal and external stakeholders.
- User Experience and Requirements Definition: Develop high quality BRD's and effectively prioritize and manage the scope of each product launch to deliver key capabilities on time.
- Use of web analytics to evaluate online customer behavior, knowledge in A/B testing and optimizations
- Be comfortable with hands-on day-to-day problem solving, implementing quick and effective action plans to meet short term priorities.
- Ideate, propose, and deploy go to market approach for customer impacting programs as part of our strategy.
- Maintain close relations with the Regional Sales and Customer Service Managers, Regional BSDs, GBS, IT and with the other CEO departments
- Retrieve, analyze and present data from SF, Qlikview, Compass and other commercial databases for C-levels
- Monitor and track commercial trends both within the shipping industry and other industries for benchmarking and best practice adoption.
- Co-lead performance management topics linked to Quality and Service delivery outcomes and or commercial priorities.