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Friday 10th February 2012

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Business Platform Specialist

Role Summary
Our online business is growing and with this comes the need for optimising our existing platforms and toolset capabilities in order to aid our understanding of our customer behaviour and delivering a world class, cutting edge online customer experience.

You are passionate about performance and driving the business forward by shaping a platform and toolset that aids the organisation deliver a leading and cost effective online experience.

You are online ‘savvy’, understand the market place and more importantly recognize what is required to understand online customer behaviour and the capabilities to deliver their requirements online. You can spot opportunities and exploit them, identify issues and resolve them and care passionately about our customers.

You will be responsible for driving the online business forward by providing the right platforms and toolset across the Vodafone T&O organisation. You will be providing analysis and recommendations on the existing landscape, business requirements for new requirements and implementation direction; encouraging a continuous improvement loop, adherence to best practice, highlighting areas of success and failure, pain points and revenue opportunities both gained and lost.

You will have a wide variety of stakeholders, each with varying needs and you will be highly skilled at managing conflicting priorities across the business. Your interpersonal skills will be key in ensuring that you can deliver in a high demand environment and limited resource.

Essence of Role
Toolset:
You will responsible for collating business requirements relating optimisation tools that enhance customer experience across our online channels. You will then be accountable for delivery of these tools in collaboration with our Web Factory. You accountability will then extend to maintaining the optimisation of existing tools that fall within T&O analytics responsibility and conducting research and requirement gathering.

You will be responsible for assessing new tools and decommissioning tools that have become redundant ensuring that Vodafone are continually updating their online tool strategy and stay ahead of the market. This will be done in line with Vodafone Group product catalogue and best practice.

You will keep abreast and highlight any changes within the market, making recommendations and researching further where and when appropriate.
Any underutilised tools will be highlighted and followed up accordingly, this may involve retraining, problem solving and / or process redesign lead within T&O.
Platforms:
You will be responsible for aiding the development of T&O platforms as per T&O requirements and in line with Vodafone Group product catalogue & the UK architectural roadmap

When required this will include drafting business requirements and project management involvement for new implementations.

You will be responsible for keeping the T&O management team abreast of all changes planned and the strategic direction taken
Vendor Management:
You will be responsible for the in-life relationship with all partners supporting the Vodafone UK Intranet & Internet.

You will be required to leverage the commercial terms of the contract extracting full value for money for Vodafone UK and influence our Group output

You will be required to assist with all future RFI & RFP’s when looking to change current partners
Customer Experience:
You will be a true ambassador for our online customers and their desire to have a great online experience. You will work with the business to ensure that we take the necessary steps to understand the online customer experience; what makes customers happy and what frustrates them; you will identify opportunities for improvement and highlight these back to the business owners. You will ensure Pre and post change assessment becomes a standard for all online change. Journey conversion rates will be clearly understood that the drop out points can be understood and resolved. Key points of pain (failure, errors etc) will be identified and published to the necessary business owners; Customer satisfaction will be tracked to ensure that we have a good estimate of online experience
Change Assessment:
You will be responsible for educating the business with regard to our toolset changes ensuring all future web development captures both pre and post change metrics. You will teach the business how to best utilise our toolset , with the aim of understanding the true online customer experience, ensuring quality standards remain high.

You will have an annual budget to spend with online service providers. You will be responsible for identifying potential vendors, creating favourable commercial agreements and optimising the relationship to ensure that Vodafone receive a good ROI.
You will be responsible for assessing new tools and decommissioning tools that have become redundant ensuring that Vodafone are continually updating their online tool strategy and stay ahead of the market.
Strategic Direction:
You will be responsible to ensuring that online insight capability is second to none. You will work with your colleagues across the business to drive out costs and share best practice, transitioning work and data where appropriate. You will be able to track our online progress against predefined targets and will have the ability to relay this information across the business

Role Dimension
Financial (limits/mandates etc.) 
  • Responsible for budget management

Non-financial (customers/staff etc) 
  • Drive collaboration between our technical teams and UE, Platforms & Production 
  • Interface with key stakeholders across Vodafone UK & Group

Typical Outputs 
  • Monthly Platform and Tools (P&T) utilisation report 
  • New P&T investigation and recommendation reports and presentations 
  • Business requirements gathering and documentation 
  • Monthly toolset vs business metrics mapping documentation 
  • Strategic P&T direction maps 
  • Input into continuous improvement plans across all T&O activity 
  • Lead cross functional workshops and meetings

Technical/Professional Expertise
Essential 
  • A broad understanding of web analytics, tools and the marketplace. 
  • Excellent communication skills 
  • Senior stakeholder management engagement experience 
  • Good coaching skills to ensure that team remain current with market place capabilities 
  • Expert Planner with the ability to drive strategic direction 
  • Excellent project planning skills with emphasis on numerical and analytic analysis
  • Commercial awareness must be good along with relationship management 
  • Platform, web analytics, optimisation and behavioural tool knowledge essential

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