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User Experience Program Manager

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Date: May 28, 2021

Location: Remote, SJ, CR

Company: NTT DATA Services

Position title: User Experience Program Manager – Costa Rica

 

Job Description

 

As User Experience Program Manager, you will lead the delivery of a broad change program which is set to revolutionize the user experience of Nucleus, NTT DATA’s Intelligent Enterprise Platform.

 

Nucleus is NTT DATA’s intelligent automation, AI and Machine Learning platform, deployed in over 200 clients, which delivers efficiencies and increased effectiveness across Cloud & Infrastructure Management Services, Dynamic Workplace Services, Application Management, Data Intelligence & Automation, and Business Process Automation.

 

A major program to update and consolidate Nucleus’ user experience will deliver consistent navigation, seamless user stories, updated branding and visual design, and a redesigned information architecture. This will span the full scope of our Offerings portfolio and is part of a major investment in building a state-of-the-art, market-leading, global Intelligent Enterprise platform.

 

You are responsible for accomplishing the smooth implementation of this change initiative and its operationalization into a continuous, BAU process of ever-improving experience and design.

This role requires a combination of:

 

  1. Strong project management skills in the digital / web / mobile space, with an emphasis on Agile practices;
  2. A solid understanding of user experience design, accumulated over many years’ experience.
  3. A technical understanding of web and mobile applications, how they work, their architecture and their delivery; 
  4. Leadership skills to take full accountability for the program in terms of timelines and budget;

 

Reporting to the VP and owner of Nucleus, you will have a high degree of autonomy and the ability to mold many aspects of your role. However, you will operate in an extremely complex corporate environment, with high degrees of matrix management, many stakeholders, influencers, and extensive governance, which you will need to be able to navigate successfully.

 

Nucleus is, in most ways, a product. While you will be involved in client rollouts and will be interacting with clients to gather requirements, get feedback, etc. the majority of your role will consist in building product releases, which follow a product approach and delivery structure. An understanding of digital product management is strongly desired.  

 

Qualifications (Must Have)

  • 10+ years of experience in developing and implementing IT strategies, large complex transformation programs and operations management delivering strong business outcomes for clients and shareholders
  • Strong project management skills in the digital / web / mobile space, with an emphasis on Agile practices;
  • Leadership skills to take full accountability for the program in terms of timelines and budget;
  • Extensive experience in building and maintaining strong relationships with a diverse set of internal and external communities, including senior level executives, consulting resources, technical teams, and sales representatives
  • Advanced priority-setting skills as they relate to setting strategic direction for the group
  • Advanced negotiation skills when interacting with internal organization and 3rd parties
  • Ability to motivate, direct and lead large groups of people at all levels within the organization
  • Expert analytical, problem solving, negotiation and organizational skills
  • Relentless passion and persistence and a focus on meeting commitments

 

 

Nice to have:

  • A solid understanding of user experience design, accumulated over many years’ experience;
  • A technical understanding of web and mobile applications, how they work, their architecture and their delivery; 
  • Digital Product Management experience
  • Extensive experience in modernizing and standardizing platforms, driving out cost, improving client satisfaction and improving system reliability through lean process improvement, business analytics and technology automation
  • Extensive experience as a people manager leading large cross-functional project teams where you were responsible for identifying, developing, and mentoring resources

Strategic agility and ability to deal with uncertainty and high levels of ambiguity

 

Responsibilities

  • Participate with other senior leaders to establish strategic plans and objectives
  • Own and manage the plan
  • Own and manage the budget
  • Make final decisions on administrative or operational matters
  • Keep cross-organizational/cross-functional teams focused on what is most important for the business and the program’s success
  • Manage and track program execution across multiple teams to ensure successful, high-quality, on-time delivery
  • Identify and understand bottlenecks in the system and effectively tackle, including making and communicating tradeoffs
  • Anticipate, recognize, and work through risks, resistance or setbacks which impact program execution
  • Use technical judgement to drive strategic alignment and program delivery
  • Develop program plans and schedules covering all phases of the program lifecycle
  • Communicate clearly and regularly to executive stakeholders and audiences in a variety of ways
  • Provide thought leadership and a continuous improvement mindset to methodically work through problems/challenges
  • Take time to understand the stakeholders, draw up a stakeholder map and constantly refine. Understand who the main sponsors are - business / technical, the customer journey owners, the sign-off process, and other relevant org units - Brand, Legal, Copywriters and so on. This will help with ascertaining the lead times involved in getting a 95% complete requirement over the line.
  • Gain an understanding of the likelihood of business direction change / potential frequency of change / the drivers behind the change.
  • Understand the release cycle. How many sprints in a release? How often are the releases? Are there likely to be major releases with new features v. minor / dot releases with bug fixes / UI improvements?
  • Built networks and bridges with the customer IT teams.
  • Build a healthy and well-defined backlog with no stone left unturned in the analysis. Have separate backlogs for each release.
  • Prioritize relentlessly. Build out a backlog by release, where a strawman of the portfolio roadmap is available.
  • Work heavily with the SD /Architect who must be responsible for technical feasibility investigations, API identification, etc.
  • Work with the UX / UI designers to identify the main areas of their focus.
  • Define the definition of ready and the definition of done.
  • Work with the developers to answer questions and provide clarifications.
  • Attend stand-ups and all necessary scrum meetings (grooming, planning, retro, demo)
  • Approve prioritised epics as ready for elaboration
  • Create high level user stories & features from approved epics
  • Approve low level stories to form the basis for development
  • Approve the developed work in the show and tell or raise a defect if not approved
  • Approve development as done
  • Lead retrospectives to be done after each sprint, and constantly evolve the ways of working to suit the team dynamic.
  • Represent UX team within the Nucleus team, including overall approval of user stories and development

 

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