81016p-customer Experience Spec Staff

3 weeks ago


Bengaluru, India Juniper Networks Full time

Juniper’s Customer Experience (CX) Organization is chartered to create meaningful and seamless experiences that deliver value for our customers, partners and employees. Customer Experience (CX) starts the moment a (potential) customer hears or learns about us. Every online engagement, phone call, employee interaction, use of our product or services, support contributes to CX and is an opportunity to impact our brand value. As such, we are looking for people who are customer obsessed, creative, and analytical that can shape the next generation of delightful experiences across all phases of the customer journey.

**PRIMARY RESPONSIBILITIES**:

- Participate in key strategy meetings to ensure organizational objectives align with key business goals.
- Work with internal and external stakeholders to gather business requirements
- Partner with business to develop business requirements documents
- Work with architecture and development teams in an agile manner to scope the requirements into specific features
- Develop roadmaps and execution timelines
- Communicate with stakeholders on feature launches and updates
- Perform trade-off analysis on build/buy/partner; Build support for investments and funding to help deliver on roadmap and other capabilities.
- Identify interdependencies across business capabilities and processes; identify gaps in capabilities to support customer and partner journeys
- Partner with business and other stakeholders such as IT on new areas of investment, roadmaps, feasibility, and prioritization

**EXPERIENCE AND QUALIFICATIONS**:

- 10+ years of experience in product management or business strategy roles working on customer experience, digital transformation, or Cloud initiatives.
- 5+ years of experience working B2B Services organization in high technology, preferably in the networking domain.
- Expertise in building requirements, translating into features, creating roadmaps, identifying interdependencies, and articulating business value
- Experienced with cross-functional collaboration with different teams, being and holding accountable on deliverables and expectations.
- Ability to influence and guide without direct authority; demonstrating value by being hands-on when required
- Exceptional written and oral communication skills with experience presenting to and influencing executive level stakeholders; ability to listen and drive constructive conversations while also quickly building credibility
- Experience in networking or telecommunications industry with hardware/software/service in a multi-tier distribution channel is a plus
- Education: Bachelor’s degree or equivalent. MBA a plus



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