Director Global Digital Customer Engagement

hace 2 semanas

Barcelona, España AstraZeneca A tiempo completo

The Customer Engagement Model Product Director acts as the critical link between internal customers (MCs IBEX Digital & Innovation Directors, MC Omnichannel Strategists) and the Global Digital Customer Engagement (DCE) team. The role ensures that the highest business priorities are met by aligning the Customer Engagement model backlog with enterprise vision and roadmaps. With expertise in customer experience (CX), data, and technology, the Product Director drives a product attitude, steers cross-functional collaboration, and fosters continuous evolution of the engagement model.

**Key**Responsibilities**

**Strategic**Leadership**
- Act as the voice of the business and markets in shaping the Customer Engagement roadmap.
- Balance short-term market needs with medium
- to long-term enterprise objectives.
- Champion a product mentality, encouraging iterative evolution and innovation of the Customer Engagement Model.
- Drive alignment across product owners, ensuring cohesion and shared direction in execution.

**Backlog Management and**Prioritization**
- Own and prioritize the Customer Engagement Model backlog based on business value and impact metrics.
- Collaborate with cross-functional teams, including Global Commercial IT and Global Commercial Operations, to define model component requirements.
- Ensure deliverables align with the agreed strategic vision and partner expectations.

**Program and Project Management**
- Handle delivery of backlog items across a multi-functional team spanning MCs, Regions, and global partners (100+ individuals).
- Oversee Agile team capacity and sprint planning to ensure timely delivery of high-priority increments.
- Identify and address risks or blockers, enabling seamless delivery.
- Organize and facilitate Scrum meetings, sprint reviews, and planning sessions as needed.

**Partner**Engagement**
- Serve as the primary point of contact for key partners, ensuring alignment with IBEX Digital & Innovation Directors, Omnichannel Strategists, GCIT and GCO teams.
- Maintain open channels for frequent and consistent reporting to leadership and collaborators.
- Drive proactive dialogue with internal customers to represent their needs effectively.

**Performance**Monitoring**
- Establish and track measurement plans to assess component impact and optimization opportunities.
- Ensure clear visibility of progress and outcomes for leadership and cross-functional collaborators.

**Required Skills and Qualifications**

**Technical Expertise**
- Strong understanding of Agile methodology and tools (e.g., JIRA).
- Knowledge of CX principles, customer journey mapping, and related technical concepts.
- Consistent track record to produce Agile reports independently and oversee sprint planning processes.

**Project and Program Management**
- Demonstrated ability to handle complex, interdependent workstreams effectively.
- Hands-on experience in resource allocation and capacity planning.
- Strong project management skills, ensuring timely and efficient delivery.

**Soft**Skills** and Personal**Attributes**
- Exceptional communication and partner management skills, with the ability to influence across all levels of the organization.
- Analytical approach with excellent attention to detail.
- Problem-solving abilities to address and remove delivery blockers.

**Preferred**Qualifications**
- Experience in a global or matrixed organization.
- Familiarity with omnichannel engagement strategies and MarTech platforms (Salesforce, Tealium, Veeva, Adobe Experience and Campaign Manager, among others).

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