Title:  Business Insights Transformation Manager

Job Summary

The Analytics and Intelligence team within the Office of Strategic Relations and Applied Insights (OSRAI) is a dynamic, data-driven team that gathers and analyzes insights from customers, partners, and industry analysts regarding the health of the NetApp business. Per CEO mandate, our charter is to capture how these stakeholders experience NetApp, identify important patterns, and then recommend actions across the company to improve the customer experience and the overall business.  The loop is closed when we drive ownership and follow through on the recommendations and then communicate improvements back to stakeholders.

Reporting to the Sr. Director of Analytics, Intelligence, and Thought Leadership, this role oversees the operational aspects of driving ownership and activation of the recommendations made through our Analytics and Intelligence process.  The ideal candidate is a detail oriented, experienced program manager skilled at fostering cross-functional collaboration and leading change with a positive and driven attitude.

Job Requirements

•    Collaborate with the OSRAI team to understand important customer, partner, and analyst insights and develop a tracking mechanism to capture and prioritize recommendations for improvements.
•    Develop a comprehensive plan and strategy to turn recommendations into ownership and actions that improve the customer experience and overall business.
•    Ensure that plans are aligned with executive priorities and strategic goals.
•    Work closely with executive sponsor(s) to ensure their active involvement and support.
•    Establish goals, metrics, and accountability mechanisms to effectively act on recommendations 
•    Lead, coordinate a board representing different parts of the organization. Facilitate regular meetings to address issues of converting insights recommendations to CX and business improvements
•    Communicate the progress and impact of governance initiatives to stakeholders at all levels by preparing and presenting regular reports on activities and outcomes.
•    “Close the loop” by packaging feedback and insights-to-action results and sharing accomplishments and progress with customers, partners, and analysts through appropriate channels. 
•    Foster a culture of continuous improvement by regularly reviewing and refining processes

Qualifications

•    5+ years in customer experience management with understanding of customer journey mapping and feedback loops. 12+ years of overall related experience. Familiarity with industry standards and CX governance best practices.
•    Strong analytical and problem-solving skills to identify customer, partner, and analyst challenges and then recommend remediations based on the OSRAI team’s generated insights
•    The ability to prioritize and triage problem remediation based on impact, cost, and ease of resolution.
•    Strategic thinking and experience in developing and implementing a successful governance plan
•    Ability to work with executive sponsor(s), gain their support and drive their involvement
•    Strong leadership skills to guide and influence cross-functional teams.
•    Excellent collaboration skills to bridge different parts of the organization and different levels. 
•    Strong communication skills to articulate the value and impact of governance initiatives.
•    Ability to present insights and recommendations effectively to various stakeholders. 
•    Persuasive skills to gain buy-in and commitment to act from different organizational levels
•    Persistence and resilience to navigate organizational complexities and overcome resistance.
•    Flexibility to adapt to changing circumstances and varying levels of support.