WFS Digital Operations Lead

• Strategic
  lead for the operational performance of digital platforms
  
• New
  product solution architecture oversight
  
• Operational Management and Change Optimisation
  
• Customer
  Experience & Engagement
  
• Leveraging
  Operational Efficiencies
  
• Executive
  dashboards, performance analytics and journey conversions
  
• Partner
  and Stakeholder Relationships
  
• People
  Management
  
• Financial and Commercial Acumen
  

• Participate
  in the crafting of the digital strategy relevant to the operational side of the
  business, based on an understanding of the Woolworths Financial Services (WFS) context
  and aligned to WFS practices.
  
• Strategic
  lead for the operational performance of digital platforms, including defining
  and governing performance KPIs, monitoring platform health and reliability, and
  providing business oversight of how new solutions are designed, integrated, and
  introduced into the ecosystem to ensure scalability, operational readiness, and
  alignment to commercial objectives.
  
• Formulate
  frameworks that guide the analysis and interpretation of VOC data, summarising customers'
  expectations, preferences and aversions, and prioritising these in terms of
  relative importance and satisfaction with current alternatives.
  
• Design and implement
  process improvements and set frameworks for the optimisation of current digital
  product concepts to improve operating performance, employ operational
  efficiencies and champion the customer experience.
  
• Operationalise
  the product strategy for the digital business, positioning it as an accelerator
  of the established Customer Value Proposition (CVP), and a core driver of value
  and revenue creation.
  

• Assume overall accountability for the definition and delivery of digital
  products according to agreed Service Level Agreements (SLAs).
  
• Engage in all operational and performance reporting for digital
  products, including the Digital Dashboard.
  
• Safeguard information and implement measures prevent fraud aspects
  relating to digital products. Liaise with the Information Security team, WFS IT
  and WFS Fraud to ensure a balanced risk and reward framework, including agreed
  control objectives and metrics to support.
  
• Play a lead role, alongside the Commercial Lead, in the
  formulation of the digital product roadmaps with a focus on operations and
  continuous improvement initiatives
  
• Oversee operational management of digital assets with key partners
  (i.e., YoYo, WFSIT and WWIT teams) in identifying opportunities for, and
  rolling out continuous improvements with regards to SLAs.
  
• Define and manage internal Operational Level Agreements (OLAs), by
  providing clarity regarding the roles and responsibilities of each internal
  group.
  
• Implement processes to enhance the readiness of the organization
  to engage in change initiatives as guided by the roadmap; highlight challenges
  and assist in the management of operational consequences.
  
• Provide change management services on WFS Product initiatives that
  form part of the Digital programme of work. Advise Product Teams on essential
  change tactics for delivering changes to target audiences; enable and support
  change management implementation (e.g., governance, engagement, communication
  etc.)
  
• Utilise data and analytics to create clarity and prepare key
  stakeholders for changes to product roadmaps, as well as manage the impact of
  operational consequences.
  
• Create portfolio dashboards that monitor the delivery of projects,
  highlighting interdependencies and consolidated change impacts.
  
• Optimise the operational performance of digital assets; scope novel ways
  to improve performance and reduce incidents by engaging in root cause analyses.
  

• Own the VoC strategy for digital products and all other
  operational performance indicators for all digital assets, by maintaining a
  deep understanding of how to “close the gap” between WFS digital assets and the
  way customers experience them.
  
• Analyse VoC data and resultant insights to gauge the present
  customer experience, and to identify opportunities to create roadmap
  improvements, and consequently enhance customer perceptions and affiliated
  scores.
  
• Drive
  the continuous improvement of Voice of the Customer (VoC) scores for all
  digital product offerings.
  
• Create frameworks for the management of VoC escalations, highlighting
  the identification and prioritisation of experiences, to enhance the Digital
  CVP.
  
• Formulate strategies to increase digital engagement and
  penetration, as well as to reduce dormancy across all digital customer
  experiences and associated platforms.
  
• Advocate for WFS digital customers, highlighting key customer
  experience trends and themes across the WFS business and maintaining an
  awareness of digital customers and their evolving needs.
  
• Cross -collaborate with relevant product teams and WFS Marketing teams
  in the provision of insight and specialised guidance pertaining to the design,
  execution and tracking of ECM campaigns that drive digital engagement (e.g.,
  ‘always on’ customer education).
  
• Manage insights and CX improvements pertaining to captured ratings
  of Digital WFS products across digital platforms (i.e., App Store / Play Store
  / Huawei Gallery / Google Ratings etc).
  

• Identify and prioritise opportunities to enhance both the
  commercialisation aspect and the customer experience aspect of digital products
  through insights gained as a result of analytics undertaken by both the digital
  analytics capability and the Customer Analytics team.
  
• Lead A/B testing or Champion/Challenger testing as a user
  experience research methodology to compare current and new offerings to
  identify more favourable experiences and propose the case for change
  
• Undertake proactive and reactive incident, problem identification
  and management in close collaboration with the CIO and make recommendations for
  resolution.
  
• Partner with the WFS CIO and Cyber Security teams to ensure
  appropriate levels of control are in place and that regular security and
  penetration testing is undertaken.
  
• Assume accountability for responses to any audits performed within
  the digital space.
  
• Optimise content presented on the WFS homepage, working closely with the
  WFS Customer team; build, socialise and finalise an optimisation roadmap based
  on Commercial and CX principles.
  

• Maximise the impact of Work cross -functionally with WFS CI and
  Advanced Analytics teams to define a comprehensive set of digital reporting tools
  with regard to all customer journeys that have an impact on or are impacted
  upon by digital.
  
• Engage with WFS product teams to assist in establishing plans to
  move customer journeys towards conversion/sales by identifying customer needs and
  optimizing digital experiences.
  
• Provide actionable insights specific to Digital products, based on
  outputs provided by the Digital Analytics Specialist.
  

• Maximise
  operational and commercial benefit through continuous partner management and
  engagement of internal and external stakeholders (e.g., YoYo, WFS IT (Digital
  Factory) and Woolworths Online).
  
• Employ
  design thinking methodologies in partnering with the Customer team on Customer
  Experience (CX) and User Experience (UX) to guide the delivery of a range of Digital
  products, clearly articulating customer touchpoints and customer journeys.
  
• Collaborate
  with the existing internal communication team to promote digital communications,
  both internally and externally, across the WFS product landscape.
  
• Participate
  in the management and integration of Digital touchpoints into WFS’s partners
  across the Digital product landscape to initiate new engagement opportunities
  and strengthen existing synergies.
  
• Establish
  relationships with key stakeholders to enable decisions regarding solutions
  that are practical and viable from a customer and commercial perspective;
  effectively aligning the product solution to the developed strategy.
  
• Understand
  the systemic nature of stakeholder engagement, which recognises the individual
  components as well as critical key integration points relating to products,
  customers, associated growth opportunities and complementary WFS sub -functional
  partnerships, to effectively realize both “grow” and “run” ambitions.
  

• Lead the
  Team according to WFS's leadership principles and values, including the
  employee lifecycle from recruitment through to exit, performance management,
  training and development, discipline and grievance management, retention, and
  reward and people administration, to ensure a high -performance culture.
  
• Define
  best practices relating to the operationalisation of the Digital business;
  guide the wider Digital community as a subject matter expert to develop a
  common understanding across WFS.
  

• Prepare
  the Operational budget as a component of the Digital budget and manage
  financial performance against the budget to identify cost -saving opportunities.
  
• Formulate
  the case for change and lead the preparation of business cases for relevant
  initiatives. 
  
• Maintain
  and apply a broad understanding of financial management principles to ensure
  decisions are fiscally sound and responsible.
  
• Monitor
  the overall performance of the digital Operations business and recommend adjustments
  in the allocation of finances, based on progress against goals.
  

Requirements

• ​Postgraduate Qualification (minimum Honors) in Finance, Digital
  Marketing or equivalent.
  

• 8 – 10 years of experience working in a Financial Services / Consumer organization,
  of which at least 3 – 5 years’ experience should be within a Senior Leadership
  capacity. Proven experience in driving operational efficiencies to enhance
  revenue generation.
  

• 10 – 12 years of experience working in a
  Financial Services / Consumer organization, preferably within a Financial
  Services and Banking environment, of which at least 5 – 6 years’ experience
  should be within a Senior Leadership capacity.
  

• Proven demonstrated
  experience in driving client growth
  
• Operationalisation
  and deployment of Digital Assets and related Platforms
  
• Exposure
  to APIs, integrations and partner ecosystems 
  
• Strong Agile
  Project Management skills
  
• Insights
  Driven
  
• Responsive
  to dynamics in Digital ecosystems (locally and internationally)
  
• Strong
  commercial acumen
  
• Executive
  presence and the ability to effectively engage with a wide range of
  stakeholders internally and externally.
  
• Ability
  to influence stakeholders and plan, priorities, and track execution across
  cross -functional teams