Conduent Customer Experience Architect in Florham Park, New Jersey

Customer Experience Architect

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com at https://conduent.taleo.net/enterprise/2015PRD.2.4.50.3.0/akira/pub/fckeditor/editor/www.conduent.com .

Purpose:

  • Responsible for strategy development and implementation of service delivery resources and oversight of operational facilities; responsible for IT service delivery governance. Authorizes organizational policies governing the conduct of management of change initiatives and standards of professional conduct including procedures covering the selection of suppliers, tendering and procurement. Involved in the negotiation of major contracts. Sources and manages external partners, engaging with professionals in other related disciplines (e.g. procurement specialists, lawyers) as appropriate.

  • Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective. Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. Reviews service delivery to ensure that targets are met and prepares proposals to meet forecast changes in the level or type of service.

  • Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services and products. Influences senior-level customers and project teams through change management initiatives, ensuring that professional standards are maintained. Takes full responsibility for budgeting, estimating, planning and objective setting. Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Monitors performance and takes corrective action where necessary.

  • Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resources. Contributes to the development and management of agreements with suppliers to meet key performance indicators and agreed targets. Is responsible for the liaison between the user organization and designated suppliers. Ensures that supplier performance is properly monitored and regularly reviewed. Advises on policy and procedures covering the selection of suppliers, tendering and procurement.

Scope:

Specific:

  • Autonomy:

  • Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects.

  • Establishes organizational objectives and delegates assignments.

  • Accountable for actions and decisions taken by self and service delivery partners.

Influence:

  • Influences policy formation on contribution of specialization to business objectives.

  • Influences at level of division internally and influences customer/suppliers and industry at senior management level.

  • Decisions impact work of employing organizations, achievement of organizational objectives and financial performance.

  • Develops relationships with customers, suppliers and industry leaders.

Complexity:

  • Highly complex work activities covering technical, financial and quality aspects and contributing to formulation of IS strategy.

  • Work involves creative application of wide range of technical and/or management principles.

General:

  • Recognized as an expert in own function

  • Interprets internal or external business issues and recommends solutions/best practices

  • Decisions are guided by resource availability and functional objectives

  • Primarily domestic scope/accountability; may include some international scope/accountability

  • Progression to this level is typically restricted on the basis of business requirement

Primary Responsibilities:

Strategy / Direction:

  • Maintains a broad understanding of the commercial IT environment, how Conduent and XIM sources, deploys and manages external partners and when it is appropriate to use in-house resource. Advises on the selection of suppliers, tendering and procurement. Participates in any RFP-RFQ processes.

  • Liaises with service level management, in the specification of services, identification and choice of suppliers and negotiation of agreements and changes to agreements, service levels and specifications with end user management and suppliers. Participates in the development of agreements for the supply of products and/or services, ensuring that each agreement ‘underpins’ the relevant service level agreement(s) with the business, and enables key performance indicators and agreed targets to be met

  • Business Value / Context

  • Ensures that a Service Catalogue of all available services is created and maintained and that the structure of service level agreements is fully defined by the mapping of services to users and business processes. Takes responsibility for command structure and escalation procedures, and ensures that the requisite operational methods, procedures, facilities and tools are established, reviewed and maintained.

  • Ensures that the service level requirements of each client/user area are determined, and that service level agreements, agreements and negotiations with both internal and external suppliers are aimed at meeting the business needs of Conduent and XIM, by providing a value for money service, in terms of standards, quality of service, efficiency, safety, availability, performance and cost effectiveness.

  • Assures that the service complies with the relevant governmental, legal, and Conduent policies.

Operational Oversight:

  • Ensures that the necessary arrangements are in place to meet appropriate RISK requirements (Safe Harbor/Privacy, SOX, etc…). On the basis of both experience and foresight, sets up and maintains a risk management program.

  • Works with clients or users to establish qualitative assessment of the service provision, from the client/user perspective, and initiates actions for improvement, where appropriate. Reviews service level agreements, investigates all appropriate means to improve service levels, and recommends new or revised policies or procedures. Implements specific proposals, balancing overall usage requirements with current and planned services, and prepares investment proposals to meet changes in demand.

  • In liaison with disaster recovery/business resumption, ensures that the necessary processes and procedures are in place to maintain or recover the delivery of services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to Conduent.

  • Ensures that quantitative and qualitative data is collected and analyzed to monitor the suppliers’ performance against agreed service levels, publishes the results, and initiates actions based on results. In liaison with Sourcing Relationship Managers, ensures proper monitoring of the agreements and recommends actions, including the enforcement of any penalty clauses, to bring agreements back into line or to terminate them. Ensures service levels are meeting stakeholder requirements.

  • Takes full responsibility for budgeting, estimating, planning and objective setting for the work of the function, within agreed policies and governance structures. Establishes and operates systems to monitor progress, take corrective action and produce reports as required by senior management.

  • Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Gives operational and maintenance acceptance for new and changed systems and services. Ensures that regular meetings to review performance and progress take place with suppliers within established governance structure.

Relationships:

  • Advises and influences business clients, at management level, regarding the delivery, costs, availability and functionality of services and systems. Develops an effective partnership with suppliers and business clients, establishing confidence and respect. Represents XIM at a high level, both externally and internally, formally and informally, both for the functions represented and as an individual.

  • Initiates and implements procedures for resolution of conflict or contention for service, setting clear priorities such that both foreseeable incidents and unforeseen conflicts are resolved in a professional and responsible manner.

  • Obtains and manages budgets for the execution of third party agreements, taking responsibility for promoting and deploying the products and/or services within Conduent. Ensures invoices from suppliers are checked to establish whether they are valid, and authorizes payment.

  • Is fully responsible, or leader of a team, for the liaison between the customer and the supplier organizations, owning the service delivery relationship on behalf of XIM, and enabling all communications to take place effectively and efficiently. Defines the escalation process/procedure for any issues or problems raised by the suppliers, or users, and is responsible for arbitration in situations of conflict.

  • Ensures that stakeholders are aware of the terms and conditions of agreements, and deal appropriately with suppliers. Facilitates good communications between suppliers and stakeholders.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the - Submit - button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or dow at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf

Job IM Service Delivery

Primary Location United States-New Jersey-Florham Park

Other Locations United States-North Carolina-Raleigh

Organization Conduent Corporate

Unposting Date Jun 22, 2018, 10:59:00 PM

Req ID: 18008539