Job Summary
Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us.
Agilent CrossLab Digital Enablement team's strategic intent is to deliver a differentiated digital experience throughout the customer buying journey for new and repeat customers. This role will focus on enhancing and simplifying the customer's buying experience to support the growth of the Services division. The role includes leading overall management of digital service products from ideation, development, to commercialization through collaboration with cross-functional teams to drive digital product adoption and to increase online order growth. The job requires knowledge of customer service needs and workflows, market trends, digital transformation landscape, competitive offering, and internal business processes.
Principle Duties/Responsibilities:
The primary focus of this role is to serve as a liaison between the business and IT/Digital Channel to support the development of vital requirements and transparency to drive new digital Customer solutions into the market.
Leads conceptualization, development, and launch of digital service solutions in collaboration with business partners in alignment with business objectives.
Leads cross functional projects in partnership with IT, marketing, digital channel, finance, and customer operations centers to refine broad concepts and customer requirements into structured IT requirements that enable execution.
Translates VOC into impactful insights and partners with digital portfolio manager to develop long term digital service product roadmap in collaboration and alignment with Product Marketing and other key partners.
Gains management consensus to ensure success of the digital services portfolio.
Designs solutions across a highly sophisticated, cross- functional organization which meet the needs of global Customers.
Conducts market research, experimentation, and customer co-design, and competitive analysis to gain in-depth market intelligence when needed.
Translates Customer feature requirements and assembles them into Agilent's IT technical document for IT to scope out projects.
Leads all aspects of teams of external IT resources as they plan, tracks and executes the project from start to completion.
Is accountable for tracking and delivering projects timely and on budget.
Defines and develops metrics and dashboards on SSD eCommerce initiatives.
Collaborates with commercialization teams to provide technical aspects of training on new solutions.
Owns test strategy and coordination of cross-functional teams for digital solution testing and business sign off.
Recommends improvements for existing functionalities to enhance ease of use for customers.
