Business Process Lead

• Our global Customer Support organization is on a journey to reimagine how we serve our customers in an Easy, Expert and Efficient way
• This shift requires transformation across people, process, and technology, and our Business Process & Tools Experience Design team plays a central role in this effort
• The Business Process & Tools manager will be responsible for designing end-to-end customer experiences and driving continuous improvement initiatives in close partnership with our key stakeholders mainly the Critical Incident Center, and across the business
• Using Experience Design methods, this role will work across Salesforce understanding needs, aligning key stakeholders, procuring leadership approvals, and designing improved, frictionless experiences for our customers, internal Support delivery teams and all other teams called upon to help resolve customer issues
• New, and improved experiences will aim to increase automations, reduce clicks, streamline and scale operations within our systems of engagement
• The ideal candidate has experience driving transformational change that leverages technology, process, and operating models with a proven track record of defining and helping drive cross-functional and organization-wide strategic programs
• The successful candidate will be an experienced senior individual contributor, endlessly focused on and passionate about driving innovation and effective change
• The individual will have a high sense of urgency, strong communication skills, and an outstanding history of partnering and influencing across a broad cross-functional organization that is laser-focused on delivering Customer Success with an Easy, Expert and Efficient experience while meeting their needs

Critical Incident Center Experience Strategy

• Helps the Critical Incident Center to develop a long-term technology vision, and present it with a supporting strategy to achieve it
• Drives alignment across business stakeholders through we'll-documented findings, recommendations, and aspirational experiences
• Connects experiences with organizational priorities to drive alignment and accelerate innovation
• Tests hypotheses with rapid prototyping

Experience design

• Applies Experience Design methods and principles to identify and develop innovative transformational experiences that focus on outcomes, improve efficiencies, reduce time to restore service and drive customer success for our Critical Incident Center
• Listens empathetically and attentively to understand requirements through interviews, workshops, surveys, and other business analysis techniques. Translates these requirements into actionable experiences.
• Translates aspirational experiences into jobs to be done for technical requirements
• Designs and effectively communicates customer and user journeys - Lucidchart and FIGMA skills an advantage
• Designs solutions that meet overall business needs by facilitating stakeholder collaboration and negotiations and leading difficult conversations to resolve conflicting requirements as needed
• Partners with BT business analyst and architect functions to support the delivery of the experience

Support Testing, Deployment and Enablement

• Works with the business to design thorough User Acceptance Testing (UAT) to ensure desired experience is delivered - tests manually as needed
• Collaborate with the business to develop an enablement plan for training affected employees on the new experience. Utilize resources within the business and partner teams as needed.
• Facilitate all approvals and sign-off to deploy the new experience to production

• Embodies the values of Trust, Customer Success, Innovation, and Equality
• Inspires trust and nurtures relationships with stakeholders and business partners across the organization
• Can lead initiatives to solve problems by effectively identifying and articulating the problem such that all stakeholders understand the problem statement, the impact, the importance and priority and importantly the options to solve it
• Strong level of comfort using Google Slides to support executive story telling
• Experience with design applications including but not limited to, Figma, Lucid Chart and Miro

• Experience building alignment with key executives, leaders, stakeholders and business partners across complex organizations
• Strong executive presence and ability to deliver compelling perspectives with story-telling and supportive data
• Demonstrated ability to motivate, influence and gain commitment at all levels of the organization.
• Strategic thinker, with clear vision to drive world-class change management.
• Expertise in technology transformation and automation
• Experience in Enterprise SaaS / Cloud companies preferred but not required
• Salesforce cloud certifications, such as ADM 201
• Experience Design/Human-centered design training/certification
• Process improvement experience by applying Lean/Six-Sigma methodologies
• LEAN certification and/or Lean Six Sigma Black Belt a plus