CUSTOMER EXPERIENCE & DIGITAL PMO
Descrizione dell'offerta
The Customer Experience & Digital PMO is responsible for leading and supporting key transformation initiatives across the organization, with a special focus on the evolution of the Aftersales Operating Model and other strategic Aftersales customer-centric projects.
The role ensures effective governance, planning, and execution of cross-functional projects, fostering alignment between business functions and driving the adoption of digital and customer-focused solutions.
MAIN ACCOUNTABILITIES:
- Lead and coordinate cross-functional projects within the Customer Experience & Digital Transformation roadmap.
- Define project objectives, scope, deliverables, milestones, and success KPIs.
- Manage project governance, ensuring timely delivery, budget control, and risk mitigation.
- Support the definition and implementation of the new Aftersales Operating Model.
- Act as PMO for transformation programs, ensuring consistency of methodology, reporting, and tracking across initiatives.
- Facilitate collaboration among internal stakeholders, IT, and business units to ensure end-to-end alignment.
- Support data-driven analysis of customer journeys and process redesign to improve efficiency and satisfaction.
- Promote adoption of best practices in project management and digital transformation within the organization
QUALIFICATIONS & SKILLS:
- 5+ years of experience in Project Management, PMO, or Business Transformation roles.
- Proven experience managing cross-functional projects in digitalization, customer experience, or operating model transformation.
- Strong analytical and organizational skills with attention to detail.
- Excellent communication and stakeholder management capabilities.
- Knowledge of Agile and Waterfall methodologies.
- Proficiency with project management tools
- Fluency in English (both written and spoken).
- Previous experience in the automotive or service industry is a plus.