The VP Customer & Sales Insights and Operations is responsible for defining and leading the teams, processes and efforts required to effectively research, identify, evaluate, plan and execute the way insights are delivered in concert with business unit leadership.The VP’s responsibility spans identifying and optimizing growth strategies as well as go-to-market execution for Sales and marketing professionals within ELM.The VP will be a key member of the senior management team and will be responsible for leading and developing a team of highly accomplished cross-functional professionals in the AI/Data science, Market Research, Data Engineering Business Intelligence and Visualization space that not only identify pertinent insights for all customer facing teams but also build scalable solutions that deliver these insights at the point of impact.Essential Duties and responsibilitiesBuilding scalable market, customer and sales insights capability:
Build and oversee a market, customer and sales intelligence capability that is responsible for creating and communicating the definitive view of ELM’s markets, building a fact set to improve enterprise-wide decision making, and providing actionable insight to improve both strategy development and execution.
Develop environmental “sensing systems” bringing together cutting-edge AI/Data science capabilities in conjunction with world class customer research and CX capabilities to monitor for large-scale emerging trends and use a structured process to evaluate their impact and integrate them into the ELM strategy.
Establish a centralized platform and distribution network for all analytical insights and sales models to customer facing professionals (sales + service + marketing) in ELM to not only leverage standardized sales metrics/KPIs, CX measures (NPS/Customer Effort etc.) but also advanced machine learning algorithms (e.g. Upsell/X-sell Models, Attrition Risk Models, predictive insights on pipeline etc.) to be distributed through the platform
Oversee creation of the right data and reporting infrastructure (data engineering + visualization + CRM integration) to create the above distribution network to the front-line teams
Drive the development and implementation of a sustainable, enterprise-wide program for acquiring and disseminating actionable industry and competitive insights. Develop in-depth knowledge of key competitors, identify and assess sources of competitive advantage, and develop compelling “where to play/how to win” strategic recommendations.
Direct the market research team to utilize qualitative and quantitative research, industry experts, network relationships and creativity to acquire in-depth insights into industry and market dynamics.
Oversee the development of Customer/Market Learning Plans for each Segment with each GM and deliver on the Learning Plans via in-market research, data analytics and voice of the customer to inform Go-to-Market, Customer Experience Management, Product Development and Service Delivery.
Measure the drivers of customer loyalty and relative competitive performance to improve business unit value propositions. Develop deep insight into the evolving characteristics and needs of current and prospective customers and their clients.
Leadership/Influence:
Attract, coach and inspire a high-performance, results-oriented team, creating a culture of empowerment and accountability. Foster an environment of shared ideas, mentorship, and growth.
Leverage, and coach team on, organizational influence skills that are essential to build stakeholder buy-in and speed execution at all levels of the organization.
Understand needs, issues and constraints that affect decision making and effectively foresee/manage the effects that new events, situations or decisions can have on individuals and groups within the organization.
Serve as a key member of the ELM executive team
Cultivate and develop future business leaders and help "feed" this talent into the organization at large.
Embodies and lives the Wolters Kluwer values.
Job QualificationsEducation:
Bachelor's in science, data science, operations engineering, analytics
Experience:
5+ Years of experience in leading artificial intelligence and data science teams
10+ Years of experience in leading analytics teams: customer analytics, sales operations, segmentation, commercialization etcetera
5+ Years of experience in running operations teams
Proven track record of bringing to market and scaling product innovations utilizing power of analytics and artificial intelligence
Skills/background requirements include the following:
Agility and flexibility: constantly tweak business models to deliver higher impact (e.g. higher penetration of LBA, more effective insights for Sales operations, embedding latest advancements in AI to make LBA less human expertise dependent, monetize data for insights that can be commercialized)
Fast decision making and mobilizing internal resources to get jobs done and progress towards aspirational goals
People Leadership: Inspire teams of very diverse mindset, skillset, experience, training and personal career ambitions
Financial Management: Sharp focus on cost management and ROI
Customer experience champion: Lead Net promoter Score (NPS) measurement for the entire ELM business and inspire / influence key drivers both within this person’s team and outside to accomplish higher. Deep understanding of CX drivers and raising the bar for CX across the entire business unit
Analytical
Deep passion for innovation through latest technology including artificial intelligence and generative artificial intelligence
High energy to motivate diverse teams spanning across distinct employee skills, experience and orientations such as data scientist to the other end of the spectrum such as scaled human operations
Growth mindset: willingness to constantly progress from success and mistakes, resourcefulness to accomplish aspirational goals with the resources provided and the structure we operate in
High aspiration: set aspirational goals and inspire teams to aim for such and deliver in majority of the instances. When the team falls short, still celebrate success from learning and prepare to aim higher next time
Collaboration and Coordination with other functional leaders in BU and Division, particularly ELM Product team, ELM Engineering team, Finance, Client Support organizations
Zoom In and Zoom Out: Ability to work and support teams on operational issues while breinging in strategic thinking to innovate, deliver products to market and scale
Compensation:Target salary range CA, CT, CO, HI, NY, WA: $203,900 - $262,150EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.