Product Experience Lead

Business Unit &Team:


Product Team



Location: Cape Town, South Africa

The


Product Experience Lead ensures our ability to deliver a market leading


customer experience. The role combines the disciplines of customer support and


user experience design with a strong underlying emphasis on a data-driven


approach to product management.



Essential


Functions of the Job:

• Lead and manage a global
  team of product support specialists, including a dispersed network of
  specialists from a range of business units outside of EY Catalyst.
• Proactively execute
  collaborative and cross-functional solutions to product-related issues.
• Build the capability of
  the support team to solve increasingly complex issues.
• Identify and eliminate
  root cause barriers to issue resolution accuracy and quality.
• Oversee the quality of
  the team’s work, provide coaching and training.
• Design and manage work
  processes to constantly improve service trends and reduce waste and rework.

• Set up and monitor
  analytics and reporting across feedback channels.
• Work closely with the
  Portfolio Analyst to identify opportunities for product improvements that will
  reduce the support burden and improve customer experience.
• Act as the key liaison
  between the product team and client enablement team, providing two-way feedback
  and maintaining positive and productive relationships.
• Ensure that product
  feedback is sufficiently detailed and correctly channelled to Product Owners.

Bring innovative approaches to user support and


product adoption

• Own the playbook that
  
  
  maps the customer/product journey and details product support strategies for
  
  
  each stage of the customer lifecycle.


• Actively engage in new
  
  
  product launches by collaborating with various technical and non-technical
  
  
  teams to ensure a seamless product support experience.


• Actively contribute to
  
  
  the product development strategy.


• Drive the self-service
  
  
  support strategy.


• Use data to design and
  
  
  implement proactive support interventions that make use of machine learning and
  
  
  AI capabilities of our supporting technologies.


• Research user
  
  
  behaviours and turn these into insights for proactive support strategies.

Manage product Service Level Agreements and


escalations

• Ensure that product
  
  
  service level agreements (SLAs) are met; report on SLA adherence.


• Manage incident
  
  
  management and escalation processes; drive resolutions and positive customer
  
  
  experiences.


• Build productive
  
  
  working relationships across various EY entities to collaboratively solve
  
  
  Product issues.

Analytical/Decision


Making Responsibilities:

• Manage complex
  
  
  relationships internally and externally.


• Exercise negotiation
  
  
  skills to navigate complex client needs with an established product roadmap to
  
  
  support mutually beneficial solutions.


• Manage a budget.