iSHIFT Business Enablement CMD & Analytics Senior Expert

Job Summary

This strategic position is part of the Business System Owner team within the Order to Cash (O2C) Global Process Owner organization. The O2C organization consists of three complementary teams: Global Process Leads defining processes and solutions, Business System Owner implementing global solutions, and Transformation & Operations coordinating change management and capabilities development.

The role is responsible for strategically leading and driving the implementation of Customer Master Data management combined with advanced analytics capabilities within the iShift program, ensuring successful deployment of standardized E2E processes across all regions. Key focus areas include:

• Spearheading the implementation of core model processes for Customer Master Data management and O2S integrated analytics
• Ensuring strategic alignment between system design, configuration, and business requirements
• Leading data-driven insights generation and performance monitoring initiatives
• Directing process and system testing with K-users while establishing analytics frameworks
• Orchestrating coordination with Global Process Leads for process design and improvements
• Providing thought leadership and strategic direction for implementation teams through analytical insights

Main Responsibilities

1. Preparation Phase

• Direct comprehensive data gathering activities for customer master data across assigned business units or geographies
• Lead advanced data validation, identifying complex inconsistencies or gaps in customer data using analytical tools
• Establish frameworks for documenting and categorizing business scenarios related to customer master data
• Oversee collection of as-is information, including process flows and system landscapes for customer data management
• Conduct strategic analysis of alignment between current customer data practices and planned S/4HANA design
• Define and monitor performance metrics and KPIs for customer master data processes with advanced analytics
• Lead stakeholder mapping and profiling at senior levels
• Develop implementation roadmap for closing gaps prior to go-live, providing strategic direction to the Global Process leads team
• Drive gap analysis between current and target operating model using data-driven insights
• Make critical decisions on translating gaps into business requirements aligned with S/4HANA capabilities

2. Scoping and Design Phase

• Orchestrate coordination between business stakeholders and technical teams
• Lead detailed gap analysis between current customer master data processes and core model using analytical frameworks
• Present and defend core model to senior stakeholders with supporting data insights
• Direct core model defense process and make decisions on potential deviations based on analytical evidence
• Authorize gaps and escalation documentation for Design Authority to the Global process leads
• Guide development of design specifications with iShift solution delivery team & integrator
• Oversee translation of business requirements into functional specifications for customer master data
• Chair design review sessions and provide strategic direction on feedback
• Establish standards for design documentation in Signavio to ensure up-to-date and process flow completeness
• Manage sign-off process and resolve issues for approvals
• Identify strategic process improvement opportunities through data analysis
• Lead coordination between international business stakeholders and technical teams

3. Build & Test Phase

• Define strategy for K-user identification, engagement, and Core model understanding
• Design comprehensive testing schedules and resource plans with analytics validation
• Guide K-users in developing and executing test scripts for customer master data processes
• Make decisions on defect resolution by completing requirements with analytical support
• Direct process documentation and training material development
• Lead K-user training and certification activities
• Analyze testing progress using advanced analytics and make critical decisions based on testing logs
• Approve test completion reports and authorize progression to next phase

4. Deploy & Hypercare Phase

• Develop strategy for K-users to train end-users on customer master data processes
• Lead hypercare support initiatives with real-time analytics monitoring
• Analyse and interpret process performance metrics to drive improvements
• Resolve complex business issues during hypercare using data-driven approaches
• Direct business-technical team coordination
• Authorize solution validation against requirements with analytical verification
• Lead hypercare completion sign-off process

5. Continuous Improvement

• Design frameworks for collecting feedback on implemented customer master data processes
• Establish documentation standards for lessons learned and best practices
• Lead process enhancement implementation based on analytical insights
• Direct knowledge transfer to operations teams
• Enforce system core model adherence through monitoring and analytics
• Spearhead continuous improvement initiatives using data-driven methodologies
• Identify strategic automation opportunities through process analytics
• Develop business cases for future enhancements with ROI analysis

6. Change Management

• Design process changes between functions and Business Operations Order to Cash hub
• Lead system changes impact assessment and mitigation strategies
• Direct organizational impact analysis across regions using analytical frameworks
• Analyse role and responsibility changes at organizational level
• Strategically address local requirements and concerns
• Define training needs and learning strategies based on performance analytics
• Approve change management materials and approaches
• Resolve complex change-related issues and concerns
• Build and maintain relationships with key stakeholders to ensure buy-in for new customer master data processes

7. Project Management and Governance

• Establish risk and issue management framework specific to customer master data implementation
• Ensure strategic alignment between Customer Master Data processes and overall Order to Serve strategy
• Make critical decisions related to customer master data design and implementation
• Provide executive-level reporting on implementation progress and outcomes with analytical dashboards

8. Analytics & Reporting

• Design and implement comprehensive analytics frameworks for customer master data performance monitoring
• Develop advanced KPI dashboards and reporting mechanisms for stakeholder visibility
• Lead data analysis initiatives to identify trends, patterns, and improvement opportunities
• Establish predictive analytics capabilities for customer master data quality and performance
• Create executive-level insights and recommendations based on data analysis
• Drive data governance initiatives to ensure data quality and consistency
• Implement automated reporting solutions for continuous monitoring
• Provide analytical support for strategic decision-making processes

Requirements

Educational Background

• Master’s degree in business administration, Data Analytics, Information Systems, Finance, Supply Chain Management or related fields (mandatory)
• Professional certifications in project management, change management, or data analytics (PMP, PROSCI, Six Sigma) is a plus

Professional Experience

• 7+ years proven experience in Customer Master Data Management with strong analytics background
• Demonstrated leadership in managing large-scale transformation programs
• Extensive expertise in SAP implementation projects (S/4HANA, MDG preferred)
• Knowledge of advanced reporting and self-service analytics applications (Qliksense, PowerBI, etc)
• Strategic understanding of E2E order-to-cash processes with analytical perspective
• Track record of successful process optimization and efficiency improvements using data-driven approaches
• Experience leading cross-functional teams in complex environments
• Proven experience in business intelligence, data analytics, and reporting tools

Key Competencies

• Strategic thinking and ability to drive business transformation through analytics
• Advanced project management and implementation skills
• Proven change management expertise with successful track record
• Strong leadership capabilities and demonstrated ability to influence at senior levels
• Expert-level stakeholder management across multiple organizational levels
• Business acumen and ability to translate strategy into operational excellence
• Advanced analytical and problem-solving capabilities with data visualization skills
• Fluent in English; French/Spanish is a plus
• Negotiation skills and ability to manage conflicting priorities
• Decision-making capabilities under pressure and ambiguity
• Proficiency in analytics tools and business intelligence platforms

MAIN INTERACTIONS

Internal

• Business Operations Order to Cash team
• iShift Program team and executive leadership
• Regional implementation teams and country leadership
• Business Process Owners, Transition management, Automation COE within Business Operations
• Senior stakeholders in Trade & Revenue Management, Finance, Supply Chain
• IT and technical teams (iShift solution delivery, SAP, Vistex)
• Change Management team
• In country and hubs business users
• K-users and super users

External

• Implementation partners at leadership level
• System integrators and vendor management
• External consultants
• Technology vendors
• Industry forums and communities of practice

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