Purpose The Client Delivery function is crucial to ensuring the best customer experience possible for our valued Experian clientele, partnering with our clients to ensure their long-term success. The Client Delivery Partner (CDP) is a client facing role and is an investment by Experian. The role serves as a single point of contact for our clients' delivery engagement within our business. Acting on the behalf of the customer and representing their best interests within Experian, throughout the on-going delivery of software solutions and services. Working in a challenging, matrix organisation, promoting partnership working and cultivating strong relationships with Executives and business leaders to ensure deliverables support business strategy and customer requirements. This ultimately gives a career development pathway from PMO/PSO, Project Manager, Programme Manager, Programme Director and ultimately into the CDP and then Head of CDP vertical roles. At the cutting edge of client and end to end solution delivery, this is an exciting area with significant opportunity for growth. This role can be based in Leeds, London, Nottingham or Edinburgh.
This team will be responsible for developing strong relationships with senior client stakeholders, understanding their business objectives and how Experian client delivery and solutions can support these. Ensuring the timely and successful delivery of our solutions per customer needs and objectives, taking ownership of high severity requests or issue escalations and see them through to conclusion. The role demands a high level of organisation, good communication and inter-personal skills, with this role acting as the escalation point for all delivery stakeholders.
The role is a senior position and is responsible for representing the client's interests. The core elements of the role are as follows:
· Leadership - ensuring 'best practice' is implemented across the solution delivery lifecycle, building and maintaining cross functional teams to ensure solutions are delivered in line with contractual obligations and client expectations. · Delivery - excellent track record of delivery in a highly matrix environment, within the full life cycle of software delivery/portfolio management. · Stakeholder Management - work in collaboration with key stakeholders to manage the priorities of the business. Develop a trusted relationship with key accounts, along with internal and external stakeholders.
For the assigned industry sector to establish a pipeline of client projects, prioritise and schedule those projects, work with the department to resource those projects and then oversee the end to end delivery portfolio until the solution is implemented and passed to service. Provide leadership and management oversight to software and systems professionals. Be results-driven, customer focused, technologically savvy and skilled at building internal relationships and external partnerships in a global and highly matrixed environment. Be accountable for the success of the Solutions team and act as an escalation point. Report out to stakeholder's periodic status, KPIs, financials, progress, and resources levels, etc.
Experience · Proven track record in operating and delivering results in a highly complex and matrix organisation developing software solutions · Proven ability to identify issues and manage through to problem resolution, in line with business goals · Ability to inspire and lead the team who will strive to deliver excellence for our customers · A demonstrable track record of implementing tools across the SDLC and keeps abreast of emerging technologies which can be exploited for business advantage in the development of innovative solutions. · A proven track record of implementing a client centric culture to drive optimum profitability and client satisfaction. · Experience developing and delivering commercial multi-tiered programmes ensuring programme processes are followed from inception to close · Experience with operating in a high security, data intensive, data centric "big data" and analytics environment · Credibility and gravitas to influence and communicate effectively with senior stakeholders across functional lines · Demonstrated experience partnering with typical key stakeholders at all levels within both Experian and client organisations. #LI-RJ1
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