Software Customer Journey Lead - Digital Supply Chain

Mission Description :

Context of the mission :

- The Digital Customer Relationship organization has been refined in 2021 to accelerate digitization of the Customer Relationship and business growth capture.

- Accordingly, the Digital Supply Chain (DSC) organization has been refined as well to enhance its service offering to BUs and Countries while continuing to improve DSC product to become a Software Acceleration Center.

In this context, the new DSC organization aims at:

- Providing software market best practices to Business groups and switch SW business models from traditional models (eg. paper license) to recurring and SaaS / cloud based models to create more value

- Accelerating digitization of paper licenses

- Continuing integration of SW offers (currently 30+ offers managed) in DSC product (systems that ensure the order intake, entitlement, subscription and delivery of SW) and deployment in countries (currently 40+ countries)

- Improving DSC product that currently supports two main SW customer journeys that enable 1/ the internal ordering team to deliver SW to clients and 2/ end-users to purchase SW offers online in a self-service journey

- Unlocking new SW customer journeys developing new capabilities to enable Value Added Resellers and Distributors to sell SW offers

- Increasing SW adoption in countries to boost SW sales

- This mission is required to reinforce the current DSC team to achieve 2022 goals, by recruiting a SW Customer Journey leader that will design and build capabilities to support DSC customer journeys.

Mission objectives :

- Design and deliver end-to-end SW journey for 2-3 persona (eg. System Integrator, OEM or End-user)

- Define and create roadmap to ensure delivery of one single SW SE portal for customers to manage their SW licenses, subscriptions and associated services

- Define SW journey for 2-3 selected Distributors and implement DSC capabilities

- Detail and monitor the Exchange Shop migration plan

Main deliverables and KPIs :

Deliverables (not exhaustive) :

- 2-3 Persona E2E SW journey designed and deployed with identified SW offers

Exchange Shop migration plan validated and delivered

- SW entitlement portal product roadmap, functional requirements and SW offers onboarding plan validated and delivered

KPIs (not exhaustive) :

- % of end-to-end journeys for 2-3 persona designed & deployed

- % of achievement of SW entitlement / subscription portal

- # of distributors connected to DSC integration layer

Key stakeholders interactions :

- DSC VP

- DSC Operational Excellence leader

- Customer Type E2E digital journey team

- Channel managers

- DSC SW Business models leader

- DSC Product Owner

- DSC Professional Services team

- SW Offer leaders

Required skills :

- 5-8 years+ experiences in Customer Journey design (needs gathering, flowchart journey, UX/UI high level design, functional and technical requirements,.) with significant experiences on Digital and SW journeys

- Capability to understand complex topics while being able to synthetise key messages into pragmatic functional and/or technical requirements

- Capability to work in a complex environment with multiple stakeholders in the persona journey value chain

- Deep understanding of persona ecosystem (eg. Distributor, OEM, System Integrators,.) and internal ways of working (CCC, Channels.)

- Understanding of traditional and new SW business models (eg. License, Subscription, SaaS,.) to speak common languages with several stakeholders

- Deep understanding of business (Industrial and Energy Management) with a particular focus on SW and digital offers (eg. SW offers, Exchange, Advisors, Aveva,.)