Overview

Summary/Objective:

The Customer Experience Technologies Business Systems Analyst is responsible for identifying and executing on the delivery of premier digital experiences , products, and services for Lippert customers and team members. This individual will work diligently to align key stakeholders across the business in order to successfully execute on projects which align with actionable strategic plans related to the customer journey across multiple digital properties and functional areas. As a lead in the execution of digital products and services across Lippert businesses and geographies, this person will handle the end-to-end lifecycle of features, and help identify market opportunities to take advantage of. Based on a deep understanding of customer needs, insights and a strong handle on in-depth data analysis, this team member is responsible for translating conceptual customer journeys into digital workflow implementation. The primary goal of this role is to enable our customers and our business in key technology decisions and product delivery. The success criteria will include on-time, in-budget delivery of technology solutions that align with and enhance our core values and strategic pillars

Duties and Responsibilities:

• Product Ownership: Play the role of Product Owner, accountable for a product in its entirety on behalf of an organization, when product ownership doesn't fall directly to a business stakeholder
• Product lifecycle: Is responsible for the end to end execution and delivery of a large-scale Digital Customer Journey. Works with resources across the organization from design to delivery to launch. Maintains roadmap and project backlog in collaboration with business and IT stakeholders. Manage delivery challenges and define rollout strategies. Makes thoughtful decisions on the fly, constantly clearing roadblocks to getting the product/solution live.
• Opportunity Assessments: Work with stakeholders to support the creation of detailed business cases for new features and product enhancements that leverage data, market and customer insights. Clearly define expected outcomes for all new product features and enhancements.
• On-Going Delivery: Accountable for measurement, planning and on-going enhancements of digital features.
• Prioritization: Set clear/measurable objectives and align team resources appropriately to achieve business goals.
• Product Specifications: Responsible for defining and writing product specifications and user stories, working with design teams to overcome challenges and collaborating with the execution teams to ensure successful product development.
• Stakeholder Management: Collaborates with sales, marketing, Customer service, Customer experience, security/compliance, and other technology teams to bring the digital customer experience to life. Removes obstacles and helps the team navigate and align the organization to optimize success.
• Analytics Measures clear product KPIs and maintain a product scorecard. Derive clear insights, and build expected outcome models. Captures metrics to measure how product is performing and how it can be improved. Ensures on going monitoring of post-launch results through analysis and reporting.
• Industry Analysis. Continuously monitors and shares relevant technology trends, competitive offerings and best-of breed executions.

Working Conditions:

• Primarily working indoors, office environment.
• May sit for several hours at a time.
• Prolonged exposure to computer screens.
• Repetitive use of hands to operate computers, printers, and copiers.

Qualifications:

• 6+ Years BSA experience

Competencies:

• Provide leadership to team members and peers by collaborating with others; articulating ideas and viewpoints to senior management, peers and others; identifying and initiating projects; managing resources; driving the resolution of issues; and holding self and team accountable for results
• Manage customer relationships and expectations by developing a communication process to keep others up-to-date on project results
• Stay current with customer needs and strategies; utilizing formal and informal written communication methods (for example, emails, newsletters, PowerPoint presentations, executive updates, task lists, updates) to communicate updates and findings; and facilitating project meetings and presentations to all types of diverse audiences (for example, senior management, Customers, technical staff)

Supervisory Responsibility:

This role does not have any supervisory responsibility upon hiring.

Physical Demands:
This is an office setting job.

Position Type/Expected Hours of Work:

This is a full-time salary position, and hours/days of work are decided by production schedules and your reporting manager.

Travel:

Travel will be minimal and will be primarily local during the business day.

Work Authorization/Security Clearance:

Must be legally authorized to work in the United States.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Pay Group : AAP/EEO Statement

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