Global Is Consumer Insights Manager

vor 7 Monaten

Zurich, Schweiz ABB Vollzeit

**Global IS Consumer Insights Manager**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
In this role you will be responsible for delivering and to orchestrating the delivery of IS Service Line operations activities. You will coordinate and supervise internal resources for the effective delivery and operational performance of the services in scope ensuring continuous improvement and compliance.

**This position reports to**:
IS Head of Consumer Experience

**Your responsibilities**:

- Collaboration with a broad set of internal and external stakeholders to translate Consumer experience insights into actionable proactive and preventive improvement measures.
- Provide strategic direction and vision for the areas under supervision, aligning them with the overall organizational objectives and priorities.
- Uses pre-defined global Key Performance Indicators (KPIs) and other metrics aiming to measure the efficiency and effectiveness of proactive and preventive measures.
- Is accountable for the development and maintenance of appropriate IS capabilities within the Consumer Insights department, ensuring alignment to agreed goals and compliance with ABB policies.
- Fosters a strong partnership with CX Leaders and other IS functions to ensure that analytics insights are leveraged to continuously improve Consumer experience and productivity.
- Manages a team of highly effective IS professionals, demonstrating consumer centricity, proactive attitude, and a continuous improvement mindset.

**Your background**:

- Bachelor’s Degree in Computer Science or Business Administration or a related discipline.
- Master’s Degree preferred.
- + 10 years of relevant experience.
- 5 years of global experience in senior management and leadership roles connected to technology, data analytics, AI and Voice of Customer/Business relationship management.
- Expert knowledge in data analytics, advanced analytics, artificial intelligence and automation solutions.
- Passionate about Consumer Experience (CX) (Internal employees).
- Strong communication and leadership skills as well as ability to influence others to drive tangible results and improvements.
- Experience in leveraging artificial intelligence technologies to enhance productivity is desirable.
- Data process mining (how processes can be improved to identify problems and deliver improvements).
- Knowledge in Celonis.
- Experience with best-in-class data analysis and visualization tools.
- Deep understanding of consumer needs (Internal employees).
- Demonstrated ability to effectively manage multiple simultaneous projects and deliverables.
- Solid understanding and practical experience in consumer-facing IT service management
- Define strategies, mobilize people to achieve strategies, define projects, plans to achieve objectives.
- Stakeholder management; business communication for all levels.
- Advanced English Level.
- Availability to travel.

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