IT Business Partner Manager - Digital Customer Experience
Mosaic

Job Info

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Are you our next IT Business Partner Manager - Digital Customer Experience?
The IT Business Partner Manager - Digital Customer Experience (CX) will align business and IT objectives, lead overall engagement between Global Strategic Marketing, Sales and Supply Chain business stakeholders and IT and formulate synthesized business capabilities and technology advancement strategies to achieve outcomes for their stakeholders. This person will apply advanced knowledge customer experience disciplines and lean process thinking to drive CX digital initiatives that span multiple functional areas. In addition, this role will lead the assessment and benchmarking of current experience vs best-practices within and outside the agricultural industry and will demonstrate, in a compelling fashion, ROI/cost-benefit rationale for the experience roadmap

What will you do?

Business and IT Alignment

• Align strategic and tactical business objectives for Global Strategic Marketing and Supply Chain with corresponding IT objectives and long-term roadmaps
• Prioritize stories, epics and themes to ensure work focuses on those with maximum value are aligned with product strategy. Incorporate feature requests into product roadmap.
• Provide insights and thought-leadership on industry/functional trends and best practices to guide business priorities, customer and employee experience advancements, and technology decisions
• Own and manage the customer experience requirements, partnering closely with customer, sales, marketing, product management & innovation, supply chain and customer service to ensure customer experience digitization needs are identified, prioritized and delivered
• Responsible for the definition, design and development of the customer initiatives, using Human Centered Design / Design Thinking
• Expand requirements set through consistent customer engagement to understand product requirements using surveys, interviews, trade studies, and market research
• Utilize high-level business process and IT system architectures (current, interim, and target states) to guide business process, capability, and technology advancement strategies and roadmaps
• Execute proof of concept and innovation projects to determine value and develop the business case
• Champion data driven decision making through data governance, business intelligence, and data analytics
• Support business risk management, regulatory compliance, security, and audit remediation activities
• Create roadmaps for the decommissioning of non-strategic legacy platforms and solutions over time
  

Solution Delivery

• Partner with the Director, IT Business Partner - Strategic Marketing and Supply Chain, create and process IT investment proposals or business cases, collaborating with business stakeholders, portfolio management, and Application Delivery colleagues to define scope, ROI, risks & mitigations, major components of work, staffing requirements, and financial needs
• Serve as internal voice of the customer by articulating needs; validate and make final decision on any proposed solutions.
• Deliver a visible, transparent, and clear product backlog; manage and clearly express product backlog items.
• Elaborate user stories and confirm understanding of the items in the product backlog; prioritize stories in the product backlog to ensure alignment with strategy and priorities.
• Ensure that the team always has an adequate amount of prior prepared tasks to work on and understanding of what the Scrum Team will work on next
• Participate in Agile Program Events to guide activities, make trade-off decisions, remove roadblocks, and unify business stakeholder and IT communities
• Provide final verdict if a story meets acceptance criteria, has the appropriate acceptance tests, and meets Definition of Done (DoD)
• Orchestrate User Acceptance Testing (UAT) for assigned business groups
• Participate in system demos to review and approve user stories based on the acceptance criteria
• Participate in team retrospectives and provide feedback on processes improvements
  

Team Leadership

• Provide mentoring and coaching to junior team members. Serve as the first reviewer for work performed by junior team members.
• Other job duties and projects as assigned
  
  

What do you need for this role?

• Bachelor's degree required in Computer Science, Information Systems or related field
  
• CCXP, Lean/Six Sigma, Product Management certifications from Scrum Alliance (CSPO/A-CSPO) or Scaled Agile (Certified SAFe Product Owner/Manager) preferred
  
• 8+ years of experience as a Product Owner role in either Scrum or Scaled Agile Framework methodologies or direct business experience in the area digital marketing, e-commerce and CRM.
  
• 5+ years in a business relationship or information technology management role
  
• Rigorous budget management in accordance with annual IT budgets
  
• Ability to anticipate and understand business strategies, objectives and priorities
  
• Proven track record of product management, design principles, and priorities around the customer journey: capturing voice of customer, drawing out customer insights, analyzing customer data, and designing solutions
  
• Proven experience in designing customer centric experiences throughout customer decision journey
  
• Deep understanding of market trends, partner ecosystems, and competitive strategies
  
• Experience to run design thinking workshops, co-ideate for processes and products, etc. using HCD
  
• Strong understanding of Voice of the Customer with experience in gathering customer insights to design digital CX solutions
  
• Experience in either Scrum or Scaled Agile Framework methodologies preferred
  
• Business knowledge of Agriculture and Food industry is preferred
  
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook), Visio and Project
  
• Jira preferred
  
• Salesforce (SFDC)
  
• Digital Apps
  
• Knowledge and understanding of ERP, BI and Integration technologies
  
• Ability to adapt to a continually changing business and work environment and manage multiple, fast changing priorities
  
• Strong leadership skills to bring stakeholders together; consensus builder and thought leader
  
• Excellent verbal, written, listening, facilitation and presentation communication skills
  
• Ability to present and discuss business and technical information in a way that establishes rapport, persuades others, and gains understanding and the "discuss-decide-support" philosophy
  
• Strong executive presence
  
• Strong interpersonal, leadership and team building skills
  
• Strong organizational skills and attention to detail
  
• Ability to manage multiple projects, support activities and tasks simultaneously
  
• Ability to effectively work and create effective partnerships with employees at all levels within the organization
  
• Demonstrate a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
  
• Business ethics, uprightness, honesty and sincerity as a basis of trustworthiness
  
• Adheres to Mosaic and department specific safety standards and guidelines
  
• Works collaboratively and supports efforts of team members
  
• Demonstrates exceptional customer service
  
• Ability to handle highly confidential and sensitive information
  
  

Mosaic is an Equal Opportunity Employer that values the strength diversity brings to the workplace.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status.

Mosaic participates in the US E-Verify program.

Must be legally authorized to work in the United States

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