AVP, Customer Platforms

Brief Summary

An exciting opportunity for a skilled professional to lead the development and enhancement of customer platforms, ensuring superior user experiences and operational excellence.

Responsibilities

• Own the direction and roadmap for customer platforms, aligning with business priorities. Ensure coherent journeys between self-service and assisted channels to enhance user experience. Partner with IT and Data teams for the integration and deployment of capabilities into live experiences. Manage platform performance against defined measures, driving continuous improvement through analytics. Make informed decisions on scope and priorities, balancing customer value with business outcomes. Manage relationships with platform partners and vendors. Extend platforms across markets while adapting to local requirements.

Requirements

• Bachelor's degree in Business or a related discipline. Minimum of 8 years of experience in platform ownership, with a proven track record in customer experience transformation. Hands-on experience in managing platforms through build, launch, and continuous improvement. Strong analytical skills to define executable scope with design and engineering teams. Technical fluency in APIs, integrations, and cloud-based platforms. Experience in applying data and AI in customer environments. Ability to influence and align stakeholders across various domains without direct authority.