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Digital Product Specialist - China

Digital Product Specialist - China

  • Location China - Central - Shanghai
  • Travel required Yes - up to 10%
  • Job category Business Support Group
  • Relocation available No
  • Job type Professionals
  • Job code 133416BR
  • Experience level Senior
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Job summary

Responsible for providing customer service support to ensure maximum customer satisfaction, providing a communicative link between our products/services and our customers, delivering continuous improvement in the standardization and consistency of customer service processes and executing the commercial plan through advanced understanding of the customer's needs and expectations.

Job Purpose

  • The Digital Product Specialist helps maintain & ensure optimum performance of the assigned digital products for the PU - including driving continuous improvement, data quality checks and access control. This role works in partnership with users in the PU, digital product managers, product owners, I&E to ensure that user stories from the PU are built into the backlog and deployed appropriately in market - in line with overall digital needs and agreed eco-system for the PU. As the business requirement and digital eco-system evolves, the Digital Product Specialist also helps identify the need for new products/migration to alternate solution/discontinuation of existing product in markets in the PU. This role is the product owner for digital application, customer offer tools, and system application platforms responsible for the stability, improvements, and performance of the application. Drives application product evolution to be competitive in advancing our digital agenda and growth of the business. Ensures the application meets the needs of our customers, internal compliance standards, and beyond a minimal viable product creating a positive user experience and assurance of transactional continuity towards achieving customer and operational excellence
  • Understand business requirements and role of digital portfolio in the same
  • Assure the systems operate well and user experience is satisfied
  • End to end product ownership of application input & output performance
  • Accountable for the stability of Customer and O2C transactional efficiency
  • Accommodate expansion of application with new customers, customer offers, and promotions
  • Monitor and work with key stakeholders to drive usage as intended
  • Provide data analytics and insights emerging from the application to drive decision making and interventions
  • Work with users to develop and maintain prioritised back-log of user stories
  • Work with relevant partners - Product Owners, I&E etc. to deploy agreed user stories in the form of product features
  • Ensure optimum functioning of digital product through appropriate critical issue and resolution through I&E/assigned technical resources
  • Conduct regular data quality to ensure accurate representation and decision making
  • Understand bp guidelines(IT&S, Digital security), financial frameworks and processes to recommend the right approach for delivering the required solution
  • Maintain compliance requirements like access control, PII and cyber-security checks
  • University degree OR equivalent desirable
  • Digital system deployment experience
  • Process simplification experience
  • Understanding of Agile work practices, Analytics, Change implementation planning and management, Continuous Improvement
  • Digital Fluency - Mastery
  • Delivers an effortless customer experience - Mastery
  • Analytical thinking - Skilful
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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