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Desktop of the Future Reengineer
Ref No.: 18-04751
Location: Irving, Texas
Retail Services Reengineering & Business Optimization Group, RBO, is seeking a talented, energetic business transformation manager focused on Desktop Transformation. This candidate will work with leading edge technologies and a broader engineering team to deliver new capabilities and features that deliver value to our organization, partners and customers to help craft the future of Retail Services.
The goal for Desktop Transformation is to deliver a step change in operational efficiency and customer experience. The next generation architecture will provide a streamlined application, reducing the number of legacy applications, and move Retail Services into a cloud processing environment. These new features will decrease response times in the desktop and provide more flexibility to roll out products quickly and efficiently with a common set of platforms. The consolidation of multiple functions into one desktop environment will provide the "go to " common desktop and will provide a foundation to grow and sustain an overall world class service model. This desktop should provide our agents with a full 360 degree view of all channels and functions, and provide next best action for consistent customer treatment across cross-functional, cross-channel journeys. This effort will be managed as an agile program with multiple phases.

Major Accountabilities: Partnering with senior leaders, you will be working in a service environment executing and sustaining key initiatives to drive "simplification” efforts within our managed business segment. This role will require experience with demonstrating a consistent track record in achieving individual and business/function objectives. As part of this the individual should have prior experience identifying and tracking metrics in accordance with internal/external expectations and benchmarks, factoring in the impact of adverse risk/control issues, and effectively managing profit/loss. Proven experience with challenging the status quo, influencing stakeholders, driving change is critical:

• Demonstrated ability to think strategically about business, product, and technical challenges
• Translate business outcomes and roadmap definition into system roadmap requirements to meet core business outcomes
• Drive entire program delivery lifecycle: research customer/user needs; write user-stories; partner with UX to design and prototype; work with engineering to develop, test and deliver the product on time
• Define the critical metrics used to measure the performance and value of the program delivery and execution plans for continuous improvement
• Coach / mentor / lead teams with varied levels of experience with agile practices (e.g. Lean, Kanban, Scrum, XP) and tooling
• Assist with release launches by defining the strategy for internal communication plans and leading launch project plans
• Interact with Retail Services senior leaders and key stakeholders to collect insights and feedback of program design; accountable for prioritizing improvements and incorporating enhancements into product deliverables within the roadmap
• Ensure all elements are in place for the rapid deployment of automation related technologies, including infrastructure, vendor agreements, training and a standardized playbook
• Maintain business architectural governance and controls over design and implementation
  • 5+ years demonstrated work experience in agile project management, continuous process improvement problem solving methodologies, root cause analysis, and cost benefit analysis
  • Highly technical and analytical with 3+ years of IT implementation experience
  • Proven experience with software development life cycle (SDLC) and agile/iterative methodologies
  • Results - execution orientated, with a strong sense of urgency around tangible accomplishments
  • Strong data analytics capabilities especially cost analysis and internal/external benchmarking – benefit tracking is a key component to this role
  • Understanding the drivers of value including ability to size and prioritize large scale initiatives across businesses and functions
  • Strong interpersonal skills with the ability to work independently or in teams and influence without direct authority; strong written and oral communication / presentations skills
  • Understanding of and experience in a large customer facing operating environment is a plus.