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IT Director - Customer Experience & Technology

Company: Weyerhaeuser
Location: Seattle
Posted on: September 24, 2022

Job Description:

Job Description - IT Director - Customer Experience & Technology (01017930) Job Description IT Director - Customer Experience & Technology - 01017930 Description At Weyerhaeuser, we are the world's premier timber, land, and forest products company. Sustainability is the founding concept of our business, and our values drive every decision to ensure we continue to lead the forestry industry in sustainability practices. And we know about sustainability - we led it in the forestry industry when we planted our first seedling by hand in 1938. We recognize that our success is dependent on the success of our people. For over 100 years, our Weyerhaeuser team has been making a difference in the world - from the seedlings we plant, to the forests and trees we nurture, we ensure every acre is managed with diligence, patience and pride. That's the Weyerhaeuser way. - Our IT team is on a mission to continue transforming the timber and wood product industry. We're not just in the cloud, we're implementing technology that will keep us at the forefront of innovation in the forest products industry. We run SAP utilizing ECC, BW, and Business Objects for our core financials and supply chain business processes. We have several multi-terabyte Hana instances that we recently migrated to SAP Hana Enterprise Cloud (HEC). Now we are on a journey to move SAP ECC to S4 Hana. We are modernizing the Customer Experience with Sales, Service, Marketing automation and omni channel self-service portal. We are designing and building the customer 360 view with dashboards and insights from digital technology. We are using disruptive and cutting-edge technology like AI/ML to run pricing optimization experiments and improve our CSAT, NPS and perfect order metrics. Come help us shape our digital future further as we transform our customers and our customers' customers. If you want to be part of a world-class technology team changing the world we live in - come grow with us! Responsible for leading the discovery, experimentation, and commercialization of digital and disruptive technology opportunities across all Wood Product Customer sales, services and marketing capabilities. Partner with Business, IT and Leadership teams to create and transform to a highly connected, adaptive and smart customer experience that creates customer delight at every touchpoint of customer interaction. Build an intelligent, personalized and adaptive customer experience with latest technology enablers to differentiate Weyerhaeuser from its competitors, improve ease of doing business and make us the supplier of choice. Roles and Responsibilities:

  • Identify opportunities to build stronger foundational technology capabilities, reducing complexity, employing digital transformation concepts, and leveraging disruptive technology across all Wood Products Sales and Marketing capabilities. -
  • Creates a vision of the connected customer with an unparalleled customer experience through extensive knowledge of the system, business needs, and future trends of the solutions in industry.
  • Maintain and communicate the discovery, experimentation, and commercialization phases of the Innovation Portfolio and Pipeline - Customer experience.
  • Develop the key steps and milestones in the journey to transition from strategy to execution and align business capabilities with the outcomes that deliver business value to end customers.
  • Synthesize the customer 360 view with processes, people, knowledge, products, technology, data, and access channels to enable digital transformation. Integrating digital strategy, design, user experience, and solutions/technology ecosystems to enable a business-led change initiative.
  • Anticipate mega trends, emerging capabilities, and new customer experience, sales and marketing technologies to develop thought leadership and recommendations on strategic product, technical, functional or operations improvements to meet the needs of the future.
  • Work closely and collaboratively with enterprise, data, security, support and solutions/technical architects and leaders to ensure seamless digital delivery.
  • Able to conceptualize operational, financial, legal, risk and compliance constraints and partner with the business partners on feasibility of implementing solutions.
  • Monitor and report tactical and strategic metrics that provide visibility on progress and governance.
  • Develop, implement, and continuously improve the structure and processes, related to Digital Customer experience chain best practices and sales & marketing transformation ensuring a clear path forward.
  • Develop a continuous business platform that aids in the identification, innovation, experimentation, and scale of new ideas, technologies and solutions that address business and customer critical challenges. Qualifications
    • Bachelor's degree in a Computer Science, Engineering, Business, or a related discipline/equivalent). MBA or related advanced degree preferred.
    • 10+ years progressive IT experience including experience with Salesforce, MS Dynamics or CRM experience in Manufacturing company. Wood Products domain experience is a plus.
    • 2-3 years experience as an IT director; customer experience preferred.
    • 10+ years of experience leading strategic IT customer experience projects.
    • 10+ years of experience working on IT projects or programs requiring the integration of cross-functional technology and/or shared service.
    • Strategically identify opportunities, formulate supporting business cases, and gain support from stakeholders.
    • Demonstrated capability leading large system integration partners to deliver business outcomes.
    • A broad, enterprise-wide view of operations and gain alignment for strategy, processes, and capabilities, enabling technologies, and governance.
    • Product Management skills a plus.
    • Experience designing and configurating technical solutions in support of Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), Portal and other systems.
    • Experience in formulating written reports and technical evaluations, functional specifications, technical documents, proposals, and other assignments.
    • Ability to operate at a strategic level as well as dive into initiative and process details.
    • Ability to effectively communicate with and influence all levels of management in a technical and business capacity.
    • Ability to influence internal and external key stakeholders and build consensus across impacted areas.
    • Proven success delivering projects in Agile, Waterfall or SDLC environments.
    • Demonstrated proficiency in MS Office Suites of products, (Visio, Teams, OneNote, Excel, PowerPoint, Outlook, etc.).
    • High ability to drive strategic vision.
    • Excellent analytical skills, problem solving and critical thinking skills.
    • Strong facilitation skills and ability to communicate effectively with the business to identify needs and evaluate alternative solutions as required.
    • Excellent written and verbal communication skills. Weyerhaeuser is an equal opportunity employer. Inclusion is one of our five core values and we strive to maintain a culture where all our people feel a sense of belonging, opportunity and shared purpose. We are committed to recruiting a diverse workforce and supporting an equitable and inclusive environment that inspires people of all backgrounds to join, stay and thrive with our team. -

Keywords: Weyerhaeuser, Seattle , IT Director - Customer Experience & Technology, IT / Software / Systems , Seattle, Washington

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