Customer Capability & Solutions Manager (GD_CCSM_01)
Job Type: Permanent Full-Time
Category: Group Transformation Office
Location: Dublin City, County Dublin, Ireland
Role Title: Customer Capability & Solutions Manager
Role Location: Abbey Street
We are looking to expand our Customer Solutions & Capabilities team with a Customer Capabilities and Solutions Manager to support the Head of Customer Capabilities and Solutions in planning, strategy, and delivery of strategic capabilities. These capabilities aim to enable our customers to live longer, stronger, healthier lives, and empower colleagues.
This key role offers significant autonomy and influence in delivering best-in-class capabilities that will materially impact Vhi customers and colleagues. Initially, the focus will be on delivering a strategic customer engagement capabilities program, including CRM, patient engagement, provider platform, and CcaaS. There is substantial opportunity to shape the role's future.
Benefits:
* Hybrid working opportunities
* Health Insurance
* Performance-related pay
* Company pension
* And many more
Role Purpose:
1. Strategic Roadmap Development: Shape and define the long-term strategy for customer capabilities aligning with Vhi strategic objectives and industry trends.
2. Solution Design and Delivery: Define and oversee the implementation of customer-focused solutions, ensuring they deliver measurable business value and align with Vhi's strategic objectives.
3. Business Case Development: Support the creation of business cases to support investment decisions, ensuring alignment with strategic objectives and clear articulation of expected business value.
4. Program Delivery: Collaborate with program management to ensure successful delivery of customer capability initiatives, managing risks, dependencies, priorities, contracts, and milestones.
5. Stakeholder Engagement & Workshops: Facilitate workshops and engagement sessions with key stakeholders to align priorities and foster collaboration.
6. Executive and Board Communication: Prepare and deliver presentations to executive and board committees, providing insights on strategic direction, progress, and decision points.
7. Governance and Decision Support: Provide governance and reporting on key initiatives to enable informed decision-making by senior leadership.
8. Cross-Functional Collaboration: Act as a bridge between business, IT, and external partners to ensure seamless initiative execution and alignment of customer roadmaps.
9. Performance Measurement & Benefits Realisation: Track and report KPIs, ensuring solutions achieve intended benefits and promote continuous improvement.
Education & Experience:
* Strategic thinking and planning skills, with the ability to develop and execute long-term customer strategies.
* Experience in shaping and delivering customer-focused solutions across business and technical teams.
* Strong interpersonal and influencing skills, with experience managing diverse stakeholders.
* Exceptional communication skills, capable of distilling complex topics into executive-level presentations.
* High professionalism when dealing with senior management.
* High work standards with a focus on meeting deadlines and deliverables.
* Ability to navigate ambiguity and operate effectively in a dynamic environment.
* Degree in Marketing, Business, IT, or relevant discipline.
* 5+ years’ experience in customer transformation or strategy roles.
* 5+ years’ experience in implementing large-scale transformation projects.
* Knowledge of customer engagement technologies such as CRM and CcaaS.
* Strong commercial experience, including writing business cases and ROI analyses.
* Alignment with VHI values.
Accessibility: If you encounter difficulties accessing our website or services due to a disability, please contact recruitment@vhi.ie.
Reasonable Accommodations: We are committed to providing reasonable accommodations during the recruitment process to support your application. Please see our Vhi Careers and LinkedIn pages for more information.
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