IS User Experience and Customer Adoption Manager in Portage, MI at Stryker Corporation

发布日期: 7/15/2019



IS User Experience and Customer Adoption Manager Summary:

This role is an integral part of the IS team at Stryker and will be primarily focused on consulting with IS business customers, stakeholders, and leaders on technology deployments.  This role will be responsible for developing a deployment strategy, deployment methodology and communication framework for technology rollouts and be experienced in developing/delivering training and knowledge content.  This role will also be responsible for driving, measuring and delivering an exceptional customer experience and successful user adoption to new technologies throughout a deployment.

Essential Duties & Responsibilities:

  • Accountable to drive customer adoption and successful deployment strategy for new technology deployments globally.
  • Conceptualize and translate technical deliverables to media and content that are easily understood and adopted by the user community.
  • Responsible for articulating in trainings, program materials, and verbally how the technical functionality of the applications or tools align to business goals, customer needs and requirements
  • Responsible for all aspects of customer adoption and customer experience metrics including calculating, monitoring and reporting. If metrics fall below the target this role will be responsible and accountable to own any necessary remediation for improvements
  • Partner with senior IS leaders, business leaders, corporate communications and program teams to define communication and training strategy, deployment methodology, branding and marketing tools and key program deliverables related to customer adoption and experience
  • Establish, Strengthen, and maintain relationships and establish regular touch points with key stakeholders to stay aligned to customers’ needs throughout the duration of the program
  • Partner closely with corporate communications to ensure communications are in alignment with the company’s strategies, goals, objectives and brand
  • Ensure materials are appropriately reviewed and approved according to review/approval processes and procedures put in place
  • Implements   ways to continually challenge and to improve delivery methodology and related processes from lessons learned, bench marking etc.
  • All other duties as assigned by the Director, Transformation Program & Strategy

Education & Special Training:

  • BA/BS degree required
  • Experience in ITIL process highly preferred
  • Project Management experience preferred
  • ServiceNow experience preferred

Qualifications & Experience:

  • Minimum of 8-10+ years professional experience.
  • Ability to manage a project and implementation plan (internal) for any new or replacement technology or tool that helps EUS to run and strategize additional new technologies and support channels
  • Knowledge and capability to facilitate using Adult Learning Theory Knowledge of e-learning design and delivery Knowledge of SharePoint (SharePoint design knowledge a preferred)
  • Knowledge of Microsoft Office 365 Suite Experience building successful relationships and able to converse confidently at all levels of the organization
  • Able to determine specific processes, to understand customer/business needs and to articulate those needs in writing and meetings across a variety of audiences
  • Expertise in utilizing customer insights and metrics to drive customer loyalty
  • Management of process to gather feedback on how we can improve
  • Ability to act as a liaison between technical and non-technical teams focused on customer adoption and satisfaction
  • Experience in measuring and delivering on customer satisfaction during project implementations
  • Facilitation, presentation, written, and oral communication skills
  • Technical writing experience
  • Project management skills

Physical & Mental Requirements:

  • Must demonstrate strong problem solving skills, with accurate decision making abilities under pressure and deliver with tight timelines
  • Must possess excellent communications skills, including communication across Global teams

Work From Home: No

Travel Percentage: Up to 25%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.