Program Specialist Iv

We are looking for a Digital Experience (DX) program specialist to work alongside our APAC DX Team team, to track the DX activities and roadmap across all of APAC; and develop a change management framework to ensure all DX activities are delivered in a coordinated approach with mínimal adverse impact on APAC customers and agents.

This multifaceted role requires a customer-first mindset, program and project management acumen, and a positive, solution-oriented attitude.

You will support the strategic and operational DX programs, working closely with APAC DX, S&P and Global GSD and CO teams to align on program and project milestones; manage risks and issues; and drive best practice change management.

More specifically, you are expected to drive the APAC DX team forward in 2 key areas :

• DX PMO
• Provide a centralised management structure for mega-regional, global and cross-functional DX projects.

This includes managing the DX operational cadence, meeting agendas, content for APAC LT and global team forums.

• DX Program Management
• Tracking progress of DX programs through weekly and monthly reports and dashboards.

Facilitating the content required in the weekly and monthly KYNs, which provide input to the CommOps and Ops MBRs.

You will need to work closely with APAC and Global teams to align and track programs of work.

• Governance
• Manage the intake process of CO / DX tech requests from across the APAC region; facilitating the impact assessment & prioritisation process; and tracking its delivery as part the PMO
• Strategic Plannin
• Facilitate the annual DX planning process, working closely with APAC S&P, APAC DX and Global GSD teams to ensure alignment.
• Phone / IVR Program for APAC
• Be the APAC POC for Phone / IVR program.

Work closely with GSD, CO, CX teams to operationalise and launch the Phone / IVR related features and products across APAC markets

• What You'll Need
• Get it done attitude : You have the ability to deliver outcomes in a short time frame, rising above ambiguity and defining your own path when there are multiple unknowns.

You work largely autonomously and have no trouble following through on what you committed.

• Strong stakeholder intuition and communication skills : You have a strong ability to work with stakeholders from multi-cultural environments, persuading them with trust and credibility.

You have strong verbal and written communication skills.

• Structured, analytical thinking and problem solving skills : You are able to quantify business problems in a data-driven way, define intervention plans, and demonstrate measurable outcomes.
• Passion for continuous improvement : We constantly welcome change, improving processes to raise standards.

You must be always on your toes - finding the next opportunity to improve the way things were, and highly driven to make the change yourself.

• Required Qualifications
• 2-3 years of experience in project / program management / change management
• Proficiency in program management approach
• Proficiency in change management approach
• Proven success working in a fast-paced business environment is an advantage
• Proficiency in SQL and other analytics platforms is also an advantage