Director, Implementation And Enablement

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

Director of Implementation and Enablement

This is a newly created position within Experian, MCE Enablement team. The Director, Implementation and Enablement, will provide strategic and tactical direction and delivery of all regional and global implementations, enhancements and process changes designed to enable best in class customer and employee experience. Specifically, this position will be responsible for leading the design, development and delivery of product and process changes that will drive our continued transformation efforts. Additionally, they will leverage their prior experience leading cross functional teams driving organizational readiness, change readiness and impact assessment analysis, and stakeholder engagement. This position reports to the VP of Contact Center Enablement.

This Director will lead a talented team of professional services organization including Project Managers, Vendors Managers and Product Owners. In addition, this role will also lead a talented team of subject matter experts, applying specialized knowledge of Experian proprietary systems and applications.

Leadership Enablement

• Accountable for end-to-end implementations and change management to support the organization’s requirements
• Responsible for executive relationship and critical business updates
• Champion a healthy, welcoming, inclusive culture that drives High Performance
• Diligently maintain robust project and change management plans, ensuring all stakeholders have visibility and sufficient time to provide input, guidance, and approvals
• Collaborate with partners across a matrixed organization to define and drive strategic initiatives across the Contact Center while adhering to policies and compliance procedures
• Develop strong relationships with key stakeholders internally and across organizations

Business Strategy and Planning

• Able to communicate the direction to their team while socializing direction to executives within the organization
• Craft high-quality plans that synthesize the top priorities and dominant goals of the organization and communicate the strategic vision with an inspiring narrative
• Engaging all levels of the organization to develop a comprehensive plan, defining business requirements, and partnering with multiple partners to implementation
• Develop communications and drive implementation strategies
• Actively identify and manage risk and budgets while proactively recommending an appropriate course of action

People Management

• Drive a high-performance culture by fostering innovation, collaboration, customer focus, personal accountability, and a commitment for results
• Lead a team that works closely with IT, DA, Marketing, Sales, Vendors, Contact Center leaders, Compliance, Legal and other matrix partners
• Ensure diversity and inclusion in decision making, organization, talent, and career development
• Develop a high-performance team dedicated to their career development and growth
• Partner with agencies and contracted employees to ensure optimal balance of full-time and outsourced resources

Implementation

• Identify areas for improvement, process enhancements, or changes in services or products.
• Oversee project delivery throughout Customer Service organization.
• Creating plans for various implementations while monitoring progress to ensure that deadlines are met and within budget.
• Overseeing the development of implementation roadmap including scope statements, schedules, and budgets
• Develop and recommend strategies to ensure strategic objectives are obtained and optimum efficiency is achieved. Ensures proper delegation of duties to achieve goals.
• Nurturing customer and partner relationships

Qualifications

• Lean Six Sigma Certification
• Five (5+) plus years leading teams
• Required Education and/or Experience:
• Preferred Qualifications
• Change management certification, CCMP or comparable certification
• Personal fulfillment when given the opportunity to mentor team members to build a creative culture that is inclusive and welcoming to new ideas and strategies.
• Advanced leadership skills, experience in managing global/virtual teams, and the ability to communicate data in an impactful way.
• Position requires exceptional business acumen, ability to think strategically, and influence senior executives to make trade-off decisions and drive business priorities to support existing product, and process and the launch of new products or clients.
• Self-motivated, with strong leadership skills, and a proven track record of successful delivery working with multi-disciplinary technical and product teams.
• Excellent project management skills, detail-oriented, with strong problem solving, analytical, quantitative communication and organizational skills.
• Ten (10+) plus years of relevant work experience with at least 7 years in Project or Change Management
• Project Management Certification, PMP or comparable certification
• Ten (10+) plus years of relevant work experience with at least 7 years in Lean Six Sigma, Project and/or Change Management in a large and complex contact center environment

Additional Information

All your information will be kept confidential according to EEO guidelines.

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education. This position is also eligible for a variable pay opportunity and a comprehensive benefits package which includes health, life and disability insurance, generous paid time off including paid parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we’ve helped people and economies flourish – and we’re not done.

We take our people’s agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. See our DEI work in action!

The power of YOU. We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment.

Find out what is like to work for Experian and discover the Unexpected!