Customer Journey Architect

**Job Summary**
- This role is responsible for leading the strategic planning and management of product support or solution portfolios across their entire lifecycle, aligning them with pricing strategies and ensuring seamless service delivery. The role focuses on driving revenue and margin contributions from a diverse portfolio, thereby ensuring continuous enhancements to business performance. The role defines and executes the function's vision, fosters customer business transformation, and represents services within product development teams. The role also collaborates globally to develop innovative solutions and leads cross-functional initiatives with a significant impact on the services business.

**Responsibilities**
- Leads and cultivates the planning of product support or solution portfolios throughout their entire lifecycle, ensuring alignment with pricing strategies, seamless end-to-end service delivery, and readiness for sales, along with their associated processes.
- Assumes responsibility for the revenue and margin contributions of a portfolio comprising more than one solution or service.
- Assumes a leadership role in shaping and executing the function’s vision, facilitating customers in their business transformation and the realization of tangible business value from their IT investments.
- Represents services within product or solution portfolio core teams and incorporates service requirements into various product development stages, including activities like product warranty support and cost analysis, as well as the development of content and collateral for service product marketing.
- Conducts thorough business analysis, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.
- Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions, or programs and their associated processes to address evolving customer and market demands while promoting profitable growth.
- Utilizes both technical and business acumen to lead intricate cross-functional initiatives with significant impact on the services business.
- Ensures delivery teams are provided necessary guidance to drive accountability and successful program execution, ensuring project success and alignment.
- Contributes innovative ideas and may lead large cross-functional teams, exercising independent judgment to solve unique and complex problems impacting the business.
- Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.

**Education & Experience** Recommended**
- Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 10+ years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.

**Preferred Certifications**
NA

**Knowledge & Skills**
- Agile Methodology
- Analytics
- Business Development
- Business Strategies
- Business To Business
- Customer Relationship Management
- Data Analysis
- Digital Marketing
- Go-to-Market Strategy
- Key Performance Indicators (KPIs)
- Market Research
- Marketing
- Marketing Strategies
- New Product Development
- Product Management
- Product Marketing
- Product Strategy
- Project Management
- Thought Leadership
- Value Propositions

**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity

**Impact & Scope**
- Impacts large functions and leads large, cross-division functional teams or projects.

**Complexity**
- Provides highly innovative solutions to complex problems within established policy.

**Disclaimer**

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