The Digital Office is a service-centric organization where our Business Capability Teams are directly accountable for the end-to-end business capabilities they enable.
We are looking for a Business Capability Owner (BCO) for our Consumer Customer Experience (CX) capability. In this role, you will be the strategic partner to our Global CX Business Unit, enabling the technology that supports millions of customer interactions across the globe.
You are accountable for the strategic “what” and “why” of the capability. You will manage the roadmap for self-service, agent tools, and omnichannel support.
In this pivotal role, you will be the driving force behind the strategic evolution and continuous optimization of our entire Customer Experience (CX) technology ecosystem. This mandate extends beyond mere maintenance; it requires a visionary approach to ensure that our current technological landscape not only meets but also anticipates future organizational demands.
Your core responsibility will be to ensure maximum scalability, resilience, and adaptability across all CX platforms and tools. This involves a deep-dive assessment of existing architecture, identifying bottlenecks and areas for modernization, and developing a comprehensive, multi-year technology roadmap.
This roadmap must be meticulously aligned with the overarching strategic objectives and anticipated growth trajectories of the business, ensuring our CX technology is a competitive differentiator rather than a constraint.
Furthermore, you will champion initiatives to integrate disparate systems, harness the power of emerging technologies (such as AI and advanced analytics) to personalize and streamline customer interactions, and establish robust governance frameworks for data integrity and security within the CX domain.
Ultimately, your leadership will guarantee that our technology foundation is robust, forward-looking, and perfectly positioned to support the delivery of world-class customer experiences at scale.