Director of Digital Customer Delivery

Director of Digital Customer Delivery

The Digital Customer Delivery Director is responsible for all application management functions and initiatives for the client business, including Marketing, Sales & Distribution, Customer Service, Online Membership, and Charity services. This includes all external facing components and capabilities of Insurance, Fraternal, and Corporate segments of the business. Scope includes overall global practice development encompassing defining policies, structures, cross functional governance, and integration of IT capabilities needed to deliver and support application solutions across the company. This individual is an experienced strategic thought-leader within the digital and web area having in-depth knowledge of digital web and mobile products, technologies, platforms, patterns, frameworks, and methodologies, operations, and who is keenly aware of the pulse, trends, and innovative ideas of the industry. This leader is a key player in the transformation efforts underway around customer relationship management and growing our digital capabilities. This person facilitates improvements by applying cross functional business knowledge to change approaches and working practices, typically using recognized models, best practices, standards, and methodologies. This role also provides advice and assistance in improving the quality of software development by focusing on process definition, management, repeatability, and measurement.

Core Responsibilities

• Provides organizational leadership and guidelines to promote the development and exploitation of specialist knowledge in the organization.
• Collaborates with the Senior Director of Enterprise Solutions Delivery to set all application based financial budgets and targets, ensuring that there is adequate funding for all IT targets and plans, especially to meet development, operations, and capacity needs.
• Ensures their segments within ESD meet their expense management goals.
• Brings about significant improvements and measurable business benefits by identifying, proposing, initiating, and leading programs of improvement with their segment of ESD.
• Enhances existing approaches to process improvement and/or develops new approaches.
• Establish client requirements for the implementation of significant changes in organizational mission, business functions and process, organizational roles and responsibilities, and scope or nature of solutions delivery.
• Participates in the creation and review of an enterprise application capability strategy to support the strategic requirements of the business.
• Identifies the business benefits of alternative strategies.
• Collaborates with IT senior leadership to support development of enterprise-wide architecture and processes which ensure that the strategic application of change is embedded in the management of the organization.
• Ensures compliance between business strategies, enterprise transformation activities and technology directions.
• Ensure the overarching application strategy for addressing risks arising from business operations and change is being followed.
• Delegate authority to Solutions Delivery Managers for detailed planning and execution of risk management activities.
• Participate in the definition and implementation of the organization's application initiative portfolio management framework and alignment with business strategy objectives and with emerging IT and digital opportunities.
• Participates in the on-going monitoring and review of application and initiative portfolios for impact on business activities and realization of strategic benefits.

Skills Qualifications

• Proven track record of leading, managing and developing high performing teams.
• Possesses a full range of application management, strategic management, business process improvement, financial management, strong leadership and influencing skills.
• Minimum of 5 years working with CRM and digital experience platforms.
• Experienced in leading application development, implementation, and operations in the digital and web space.
• Expertise with a broad base of digital web and mobile products, technologies, platforms, patterns, frameworks, and methodologies.
• Excellent presentation and communication skills.
• Understands, explains, and presents complex ideas to audiences at all levels in a persuasive and convincing manner.
• Has a broad and deep business knowledge, including the activities and practices of other organizations.
• Has a deep understanding of the industry and the implications of emerging technologies for the wider business environment.
• Experienced in application management delivery methodologies (agile, iterative, DevOps, waterfall, testing, micro-services, lean six sigma, etc.)
• Knowledgeable in IT Service Management and experienced in ITIL Service Design, Service Operation and Service Transition.
• Ability to successfully resolve conflicts.
• Ability to drive and move a team to completion of goals.
• Prove track record of developing staff.
• Experience in a multicultural environment.

Education

• BS or BA in Computer Science or Business Administration.
• 10-15 years of IT and business/insurance industry experience with at least 3 years of leadership experience in managing multiple, large, cross-functional teams or projects and influencing senior level management and key stakeholders or equivalent combination of training and experience.
• ITIL Foundation certificate.