Customer Experience Functional Lead - BaseCamp. Business Change Manager

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1 Position Profile Position: Customer Experience Functional Lead - BaseCamp Position Incumbent: Company: Location: Reporting to: Meridian Energy Christchurch Business Change Manager Date: December 2008 This position profile affirms the purpose of your role, confirms your key accountabilities and authorities and outlines the relationships you need to foster. Role purpose This purpose of this role is to work closely with the selected vendor to define and implement the Customer Information System solution encompassed by the BaseCamp project. The role will provide expertise and liaison between the business and the project on the key requirements with regard to the delivery of the Meridian Retail Customer Experience. Role context Your role delivers practical, business and technical expertise to the BaseCamp project team. You are expected to complete assigned work and deliver the required outputs, solving problems and making recommendations on how to improve work practices in your own area and the delivery of the customer experience components that make up the enablement of the Phoenix strategy... Role accountabilities You are accountable for your own output and for contributing to the output of the project. You will attend to all dimensions of your role the technical and people dimensions. Technical You are expected to: Manage BaseCamp Customer Experience Functional Lead_Retail_Position Profile Page 1 of 6

2 Manage, lead and make decisions with regard to the future solution directly relating to the future customer experience as articulated from the Phoenix Strategy Have a big picture view of the project goals and vision while performing detailed analysis and configuration tasks in the Customer Experience area Develop monthly, milestone or quarterly reporting mechanisms to determine business objectives are being met by the Customer Experience team Provide direction and guidance to the team in analysing and documenting the decomposition of the company s existing Customer Experience business requirements and processes. Direct and work with the customer experience business process team members, owners and users to: Configure the system and validate the design Ensure successful user acceptance testing Obtain buy-in from both the business process owners and end users Develop and provide regular reviews and reports, including milestone reports of the Customer Experience team progress to the Business Change Project Manager Identify, report and act on risks and issues arising during the project Ensure the continual alignment with the transformation activities of the Retail Directorate Business Process and Requirements Knowledge Transfer Manage and monitor the process of identifying impacts and requirements for business processes to support the organisation s To-Be visions with the new system. Conduct workshops and presentations to validate business processes and solutions with the end user community, in conjunction with project team members Document detailed business requirements, including reporting and process flows for the Customer Experience area Responsible for the execution of the detailed design of the company s business processes and rules with the system Provide business process input to the end user training team Manage the knowledge transfer process of new solution to the business Support users during transition periods and provide post-implementation production support BaseCamp Customer Experience Functional Lead_Retail_Position Profile Page 2 of 6

3 Liaise and Take Responsibility for: People Working closely with vendor resource to determine the new solution for the Customer Experience processes Working closely with the vendor to implement the solution to ensure it meets Meridian Energy Retail requirements Liaise with the other Leads, ensuring cross functional efficiencies are achieved in the proposed solution Be a liaison between the project, vendor and users when relevant for additional input Work closely with the technical team in the design and development of authorisations, reports, interfaces, conversions and enhancements Work with testing team to ensure testing is sufficiently planned and executed Working with trainers to identify business processes and technical system tasks to be documented for end users Guide SMEs with regard to the future vision of Retail Support other project team members for the duration of the project Support SMEs and other leads in the project team Major Challenges Delivering quality documentation based on project deadlines Successfully working with the project team to effectively support the delivery of this project within time and budget. Learning and understanding the new applications and solution as they are appropriate to Meridian s future Communicating and working with a diverse range of people, both internal and external, with sometimes completing priorities, resources and drivers, to provide a solution that will meet Retail and project objectives. Role Authorities Managerial Authorities You will operate in accordance with Meridian s policies and apply Meridian s systems and practices. BaseCamp Customer Experience Functional Lead_Retail_Position Profile Page 3 of 6

4 Financial Authorities You will apply commercial disciplines to the way you work and manage assigned resources to approved budgets. Other Authorities Meridian has policies on a wide range of matters that you are expected to comply with. In doing so you are expected to exercise judgement in light of the budgetary management, risk appetite and policy framework in which you are working. Role Relationships You are expected to work productively with all your colleagues to achieve optimal results for Meridian s customers and shareholders. This requires you to be cognisant of the effect of your work on other parts of Meridian and to ensure organisational boundaries do not stand in the way of our work. Where your role fits Position above the manager / supervisor Manager / supervisor THIS POSITION List other positions reporting to the same manager/supervisor POSITION TITLE Project Director Business Change Manager Customer Experience Functional Lead Billing, Invoicing and Collections Functional Lead Product and Pricing Functional Lead Meter and Site Data Management Functional Lead Financials SME Training Lead Positions reporting directly to this position (state major function): TITLE Customer Exp SME FUNCTION Provide expert knowledge regarding Customer Experience BST, Crop and Rural and Residential Your key role relationships are: Internal Relationships Who Project team members Retail staff External Relationships Who Solution Vendor Nature of relationship Ensuring the Customer Experience processes fit in with the total solution Clarifying business issues and ensuring project solution meets the business requirements. Nature of relationship Working alongside to develop high level solution BaseCamp Customer Experience Functional Lead_Retail_Position Profile Page 4 of 6

5 Competences Competences are sets of behaviours that define how people use their knowledge and skills in different situations at work. Our Meridian Energy Competence Framework establishes a standard classification for competences required to succeed in any job, at any level in our organisation. Core Competences: are those linked to successful performance in the workplace. These competences are desirable regardless of an individual s area of experiences or role, however each person will need a varying level of competence within each area. Core competences are those which are common to all staff. There are seven core competences in the company. These are Personal Effectiveness Performing like you own the company. Flexibility and adaptability. The ability to know and manage one s self in a variety of situations to sustain effectiveness and maintain high levels of professionalism. Seeing the big picture Demonstrates a broad based view of the issues, events and activities and their long term impact. Communicating Communicates effectively at all levels for a successful outcome. The ability to express ideas succinctly and clearly, both orally and in writing, to convince others to consider a different point of view and to keep appropriate people informed of progress. Managing relationships Cross functional awareness, personal credibility and impact. Working co-operatively, empowering and encouraging others. Managing people and their performance Motivates and empowers others to achieve objectives and outcomes. Using appropriate methods or interpersonal styles in guiding people or groups toward the accomplishment of goals or tasks. This is concerned with the ability to adjust behaviours and approaches according to the situation and person concerned. Is concerned with the long term development of others. Motivating and influencing Builds committed work groups and facilitates performance. Aims to build support, gain cooperation and overcome objections and barriers. Identify best tactics to suit specific situations in order to achieve desired outcomes Maintaining well being Creates and maintains a healthy and safe work environment. Demonstrates our values in the care and consideration of others. BaseCamp Customer Experience Functional Lead_Retail_Position Profile Page 5 of 6

6 Technical Qualifications, Experience The qualifications, experience you bring to this position that you can draw on include: In depth knowledge of the Electricity Industry s Retail processes in the Customer Experience area, not limited to but including: Customer relationship and sales strategies Customer service processing Prospecting Campaign management Segmentation Account management Call centre processes Compliant management Contract management High level of interpersonal skills, the ability to form strong business relationships internally and externally Ability to articulate processes and current operating approach in detail High level of analytical skills Ability to question and challenge solution alternatives In-depth knowledge of the future vision of Retail BaseCamp Customer Experience Functional Lead_Retail_Position Profile Page 6 of 6

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