IA - DELV - Customer Experience Manager NAFTA

Infosys BPM

Stuttgart

vor 4 Tg.

Job Description

Lead Customer Experience Office / Customer Experience Manager NAFTA (f / m / d)

Infosys Automotive and Mobility GmbH & Co. KG

Germany / USA - Portland

Today, the corporate landscape is dynamic, and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together.

Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Role

In the role of Lead Customer Experience Office / Customer Experience Manager NAFTA you will interface with key stakeholders and apply your technical proficiency across different stages of the Solution Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design.

You will play an important role in finding IT solutions for the customer(s).

In addition, you will be the customer's first point of contact for all matters related to this customer relationship.

You will be part of a learning culture where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Responsibilities

Develop a deep knowledge of the business partner’s business unit and create a bridge between IT and business

Understand business requirements and convert that to IT deliverables and drive the business priorities with the IT teams

Track and communicate the IT outcomes and IT metrics related to the business units.

Responsible for delivering the customer experience metrics to the business unit.

Ensure project and initiative progress, including consistent and effective communication. This includes managing escalation and avoiding risk.

Educate business about IT processes, roles, and capabilities.

Establish communication processes and channels between business and IT

Measure and communicate business value realized with the business stakeholders on a periodic basis.

Handling stakeholders’ complaints and escalations and work closely with delivery to fix customer issues

Required

A completed, technical degree in the field of telecommunications, computer science or comparable.

Very good experience from a manufacturing industry in the interfaces between production & IT

Solid experience in the automotive and manufacturing industry

In-depth professional experience in the technical environment, as well as experience in leading teams or managing larger project teams, ideally already in an international environment

Good knowledge of relevant IT standards such as TMF, eTOM, ITIL and knowledge of agile development methods (Design Thinking, Scrum)

Experience in the areas of artificial intelligence, AI - text mining, natural language processing, machine learning, neural networks, etc.

Very good interpersonal skills to be able to take the customer along on the technology journey

Willingness to travel and enjoy dealing with other cultures

Personal

Besides the professional qualifications of the candidates, we place great importance in addition to various forms personality profile. These include :

High analytical skills

A high degree of initiative and flexibility

High customer orientation

High quality awareness

Excellent verbal and written communication skills in English

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation.

With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey.

We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight.

Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

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