WFS Digital Operations Lead

Main Purpose<\/b>
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The Operations Lead, Digital<\/i><\/b> role is responsible for cascading the\noverarching Woolworths Financial Services (WFS) digital product strategy and operationalising\nthis to optimise digital asset operational performance that works to improve\ncustomer experience and deliver business value to the enterprise. The\nindividual will be responsible for the end\-to\-end change management of all enhancements\nand new digital products and embedding new, and changes to, operational\nprocesses across the business. <\/span><\/span>
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Key areas of focus include:<\/span><\/span><\/span>
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Strategic\nlead for the operational performance of digital platforms<\/span><\/span><\/span><\/span>
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New\nproduct solution architecture oversight<\/span><\/span><\/span>
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Operational Management and Change Optimisation<\/span><\/span><\/span>
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Customer\nExperience & Engagement<\/span><\/span><\/span>
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Leveraging\nOperational Efficiencies<\/span><\/span><\/span>
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Executive\ndashboards, performance analytics and journey conversions<\/span><\/span><\/span>
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Partner\nand Stakeholder Relationships<\/span><\/span><\/span>
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People\nManagement<\/span><\/span><\/span>
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Financial and Commercial Acumen<\/span><\/span><\/span>
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Strategic\nContribution and Leadership<\/b><\/span><\/span><\/span><\/span><\/span><\/span>
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Participate\nin the crafting of the digital strategy relevant to the operational side of the\nbusiness, based on an understanding of the Woolworths Financial Services (WFS) context\nand aligned to WFS practices.<\/span><\/span><\/span><\/span>
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Strategic\nlead for the operational performance of digital platforms, including defining\nand governing performance KPIs, monitoring platform health and reliability, and\nproviding business oversight of how new solutions are designed, integrated, and\nintroduced into the ecosystem to ensure scalability, operational readiness, and\nalignment to commercial objectives.<\/span><\/span><\/span>
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Formulate\nframeworks that guide the analysis and interpretation of VOC data, summarising customers'\nexpectations, preferences and aversions, and prioritising these in terms of\nrelative importance and satisfaction with current alternatives.<\/span><\/span><\/span>
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Design and implement\nprocess improvements and set frameworks for the optimisation of current digital\nproduct concepts to improve operating performance, employ operational\nefficiencies and champion the customer experience.<\/span><\/span>
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Operationalise\nthe product strategy for the digital business, positioning it as an accelerator\nof the established Customer Value Proposition (CVP), and a core driver of value\nand revenue creation.<\/span><\/span><\/span>
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Operational\nManagement and Change Optimisation<\/b><\/span><\/span><\/span><\/span><\/span><\/span>
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Assume overall accountability for the definition and delivery of digital\nproducts according to agreed Service Level Agreements (SLAs).<\/span><\/span><\/span><\/span>
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Engage in all operational and performance reporting for digital\nproducts, including the Digital Dashboard.<\/span><\/span><\/span>
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Safeguard information and implement measures prevent fraud aspects\nrelating to digital products. Liaise with the Information Security team, WFS IT\nand WFS Fraud to ensure a balanced risk and reward framework, including agreed\ncontrol objectives and metrics to support.<\/span><\/span><\/span>
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Play a lead role, alongside the Commercial Lead, in the\nformulation of the digital product roadmaps with a focus on operations and\ncontinuous improvement initiatives<\/span><\/span><\/span>
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Oversee operational management of digital assets with key partners\n(i.e., YoYo, WFSIT and WWIT teams) in identifying opportunities for, and\nrolling out continuous improvements with regards to SLAs.<\/span><\/span><\/span>
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Define and manage internal Operational Level Agreements (OLAs), by\nproviding clarity regarding the roles and responsibilities of each internal\ngroup.<\/span><\/span><\/span>
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Implement processes to enhance the readiness of the organization\nto engage in change initiatives as guided by the roadmap; highlight challenges\nand assist in the management of operational consequences.<\/span><\/span><\/span>
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Provide change management services on WFS Product initiatives that\nform part of the Digital programme of work. Advise Product Teams on essential\nchange tactics for delivering changes to target audiences; enable and support\nchange management implementation (e.g., governance, engagement, communication\netc.)<\/span><\/span><\/span>
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Utilise data and analytics to create clarity and prepare key\nstakeholders for changes to product roadmaps, as well as manage the impact of\noperational consequences.<\/span><\/span><\/span>
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Create portfolio dashboards that monitor the delivery of projects,\nhighlighting interdependencies and consolidated change impacts.<\/span><\/span><\/span>
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Optimise the operational performance of digital assets; scope novel ways\nto improve performance and reduce incidents by engaging in root cause analyses.<\/span><\/span><\/span>
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Customer\nExperience & Engagement<\/span><\/span><\/span><\/b>
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Own the VoC strategy for digital products and all other\noperational performance indicators for all digital assets, by maintaining a\ndeep understanding of how to \u201cclose the gap\u201d between WFS digital assets and the\nway customers experience them.<\/span><\/span><\/span><\/span>
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Analyse VoC data and resultant insights to gauge the present\ncustomer experience, and to identify opportunities to create roadmap\nimprovements, and consequently enhance customer perceptions and affiliated\nscores.<\/span><\/span><\/span>
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Drive\nthe continuous improvement of Voice of the Customer (VoC) scores for all\ndigital product offerings.<\/span><\/span>
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Create frameworks for the management of VoC escalations, highlighting\nthe identification and prioritisation of experiences, to enhance the Digital\nCVP.<\/span><\/span><\/span>
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Formulate strategies to increase digital engagement and\npenetration, as well as to reduce dormancy across all digital customer\nexperiences and associated platforms.<\/span><\/span><\/span>
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Advocate for WFS digital customers, highlighting key customer\nexperience trends and themes across the WFS business and maintaining an\nawareness of digital customers and their evolving needs.<\/span><\/span><\/span>
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Cross\-collaborate with relevant product teams and WFS Marketing teams\nin the provision of insight and specialised guidance pertaining to the design,\nexecution and tracking of ECM campaigns that drive digital engagement (e.g.,\n\u2018always on\u2019 customer education).<\/span><\/span><\/span>
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Manage insights and CX improvements pertaining to captured ratings\nof Digital WFS products across digital platforms (i.e., App Store / Play Store\n/ Huawei Gallery / Google Ratings etc).<\/span><\/span><\/span>
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Leveraging\nOperational Efficiencies<\/span><\/span><\/span><\/b>
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Identify and prioritise opportunities to enhance both the\ncommercialisation aspect and the customer experience aspect of digital products\nthrough insights gained as a result of analytics undertaken by both the digital\nanalytics capability and the Customer Analytics team.<\/span><\/span><\/span><\/span>
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Lead A/B testing or Champion/Challenger testing as a user\nexperience research methodology to compare current and new offerings to\nidentify more favourable experiences and propose the case for change<\/span><\/span><\/span>
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Undertake proactive and reactive incident, problem identification\nand management in close collaboration with the CIO and make recommendations for\nresolution.<\/span><\/span><\/span>
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Partner with the WFS CIO and Cyber Security teams to ensure\nappropriate levels of control are in place and that regular security and\npenetration testing is undertaken.<\/span><\/span><\/span>
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Assume accountability for responses to any audits performed within\nthe digital space.<\/span><\/span><\/span>
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Optimise content presented on the WFS homepage, working closely with the\nWFS Customer team; build, socialise and finalise an optimisation roadmap based\non Commercial and CX principles.<\/span><\/span><\/span><\/span><\/span><\/span>
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Analytics\nand Journey Conversions<\/span><\/span><\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/span>
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Maximise the impact of Work cross\-functionally with WFS CI and\nAdvanced Analytics teams to define a comprehensive set of digital reporting tools\nwith regard to all customer journeys that have an impact on or are impacted\nupon by digital.<\/span><\/span><\/span><\/span>
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Engage with WFS product teams to assist in establishing plans to\nmove customer journeys towards conversion/sales by identifying customer needs and\noptimizing digital experiences.<\/span><\/span><\/span>
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Provide actionable insights specific to Digital products, based on\noutputs provided by the Digital Analytics Specialist.<\/span><\/span><\/span>
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Partner\nand Stakeholder Relationships<\/span><\/span><\/span><\/b>
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Maximise\noperational and commercial benefit through continuous partner management and\nengagement of internal and external stakeholders (e.g., YoYo, WFS IT (Digital\nFactory) and Woolworths Online).<\/span><\/span><\/span><\/span>
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Employ\ndesign thinking methodologies in partnering with the Customer team on Customer\nExperience (CX) and User Experience (UX) to guide the delivery of a range of Digital\nproducts, clearly articulating customer touchpoints and customer journeys.<\/span><\/span><\/span>
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Collaborate\nwith the existing internal communication team to promote digital communications,\nboth internally and externally, across the WFS product landscape.<\/span><\/span><\/span>
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Participate\nin the management and integration of Digital touchpoints into WFS\u2019s partners\nacross the Digital product landscape to initiate new engagement opportunities\nand strengthen existing synergies.<\/span><\/span><\/span>
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Establish\nrelationships with key stakeholders to enable decisions regarding solutions\nthat are practical and viable from a customer and commercial perspective;\neffectively aligning the product solution to the developed strategy.<\/span><\/span><\/span>
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Understand\nthe systemic nature of stakeholder engagement, which recognises the individual\ncomponents as well as critical key integration points relating to products,\ncustomers, associated growth opportunities and complementary WFS sub\-functional\npartnerships, to effectively realize both \u201cgrow\u201d and \u201crun\u201d ambitions.<\/span><\/span><\/span>
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People\nManagement<\/span><\/span><\/span><\/b><\/span><\/span><\/span>
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Lead the\nTeam according to WFS's leadership principles and values, including the\nemployee lifecycle from recruitment through to exit, performance management,\ntraining and development, discipline and grievance management, retention, and\nreward and people administration, to ensure a high\-performance culture.<\/span><\/span><\/span><\/span>
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Define\nbest practices relating to the operationalisation of the Digital business;\nguide the wider Digital community as a subject matter expert to develop a\ncommon understanding across WFS.<\/span><\/span><\/span>
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Financial\nand Commercial Acumen<\/span><\/span><\/span><\/b>
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Prepare\nthe Operational budget as a component of the Digital budget and manage\nfinancial performance against the budget to identify cost\-saving opportunities.<\/span><\/span><\/span><\/span>
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Formulate\nthe case for change and lead the preparation of business cases for relevant\ninitiatives. <\/span><\/span><\/span><\/span>
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Maintain\nand apply a broad understanding of financial management principles to ensure\ndecisions are fiscally sound and responsible.<\/span><\/span><\/span>
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Monitor\nthe overall performance of the digital Operations business and recommend adjustments\nin the allocation of finances, based on progress against goals.<\/span><\/span><\/span>
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Requirements<\/h3>
Minimum Qualification<\/b>
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\u200bPostgraduate Qualification (minimum Honors) in Finance, Digital\nMarketing or equivalent.<\/span><\/span><\/span>
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Minimum Experience<\/b>
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8 \u2013 10 years of experience working in a Financial Services / Consumer organization,\nof which at least 3 \u2013 5 years\u2019 experience should be within a Senior Leadership\ncapacity. Proven experience in driving operational efficiencies to enhance\nrevenue generation.<\/span><\/span><\/span><\/span>
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Preferred Experience<\/b><\/span>
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10 \u2013<\/a> 12 years of experience working in a\nFinancial Services / Consumer organization, preferably within a Financial\nServices and Banking environment, of which at least 5 \u2013 6 years\u2019 experience\nshould be within a Senior Leadership capacity.<\/span><\/span><\/span><\/span>
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Additional Requirements<\/b><\/span>
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Proven demonstrated\nexperience in driving client growth<\/span><\/span><\/span><\/span>
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Operationalisation\nand deployment of Digital Assets and related Platforms<\/span><\/span><\/span>
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Exposure\nto APIs, integrations and partner ecosystems <\/span><\/span><\/span><\/span>
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Strong Agile\nProject Management skills<\/span><\/span><\/span>
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Insights\nDriven<\/span><\/span><\/span>
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Responsive\nto dynamics in Digital ecosystems (locally and internationally)<\/span><\/span><\/span>
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Strong\ncommercial acumen<\/span><\/span><\/span>
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Executive\npresence and the ability to effectively engage with a wide range of\nstakeholders internally and externally.<\/span><\/span><\/span>
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Ability\nto influence stakeholders and plan, priorities, and track execution across\ncross\-functional teams<\/span><\/span><\/span>
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