Customer Experience

7 giorni fa

Montà, Italia Iveco Group A tempo pieno

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 organizationQUALIFICATIONS & 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.

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