Program Manager - CX SVP Transformation & AI Lead - Products and Marketing

about the role

A Strategic Value Proposition (SVP) is a critical growth area for Orange Business where we can significantly accelerate enterprises digital transformation programs. 

We begin with building a Digital Infrastructure, which serving as the foundation, empowering customer transformations across the digital landscape. Then we focus on the core needs of modern business: Employee Experience, Customer Experience, and Operational Experience. Our 4 Strategic Value Propositions (SVPs) are all powered by data, differentiated by trust and infused with our sustainability ambition.

Our SVPs are more than strategies. They're our promise to deliver exceptional value to our customers and stay ahead of the curve. SVPs give input to our product strategy, where we aim at simplification and at aligning it around SVPs. SVPs also look at our go to market and tackle gaps or issues that slow down the business in their remit

CX Transformation & AI lead roles and responsibilities : (function manager Jean-Francois Colin)

• Help put in place and run the SAFe (agile) governance at Enterprise Strategic Theme (EST) level. 
  • ESTs are the agile governance level below enterprise strategy. It’s where arbitration is made between key projects on a strategic goal of the company (for instance on investment). There is 1 EST for CX.
  • EST business owners need to monitor the progress towards achievement of the key results of their EST, and do so by getting together on a regular basis, looking at progress of key projects and making decisions if required. The role will put this in place (it’s brand new).
  • Crucially, the investment budget each year is now prepared per EST. The role will support this effort.
• Tech innovation: work closely with Orange Innovation to set up their priorities, shape our innovation strategy in CX
• Market Intelligence: In collaboration with the Strategic Marketing teams and other experts, put in place market intelligence content to inform the CX communities of important market trends, innovations, etc.
• AI for CX coordination: as AI is becoming part and parcel of most of our products and services, contribute to the continuous alignment of all parties involved in deliver the CX value propositions (e.g. Business Lines, Sales) to know who sells what, who develops what, and avoid competing offers, unclear value propositions, lack of skills, etc.
• NewCo for EX/CX coordination: in collaboration with CX and EX SVP leaders, work closely with NewCo program teams to deliver EX/CX value propositions (program reinventing Orange Business IT to be digital-first and more agile)
• CX Stream project management: Lead with the CX SVP leader the different CX project transformation – transversal approach with different entities (Marketing, sales account management and Business Management, Consulting, operation, ...)