Job Description
Director, Product Development Customer Experience
Equal Opportunity/Affirmative Action Employer including Vets and Disabled
Your role in helping us shape the future:
You will provide strategic leadership and vision for all aspects of customer experience for Intelsat’s growing service portfolio. You lead the team responsible for the end-to-end Customer Experience of our developed product and service offerings including the analytics and in-market digital product performance. You have the leadership, creativity, vision, and experience to help us achieve our ambitious goal of developing intuitive customer portal solutions, simple satellite terminals that are easy to use and related ancillary data and service offerings. Additionally, you will drive the digital transformation strategy for existing offerings to complement our next generation products & managed services while continuously evolving and improving our customer experience.
You will oversee the development and collection of customer experience KPIs, aligning metrics to desired customer and business outcomes, performing research and analysis to guide incremental development efforts using lean-agile principles and the validated learning approach.
Are you up to the challenge?
- Oversee the development of product features and support roadmap creation as the Customer Experience Product Development director, primarily interfacing with our business units.
- Document portal capabilities and lead Feature elaboration to ensure that delivery is aligned with roadmap timelines, unifying common needs and considering a holistic reuse approach across the Intelsat Product and Service Portfolio.
- Coach your team to enable them to conceptualize and define user experiences and interactions considering the customer through targeted personas. Ensure that customer insights and analytics are designed in at the feature and offering levels.
- Oversee the development of a framework for customer application certification, considering fit into the larger ecosystem.
- Collaborate with relevant Business Units and stakeholders to quickly develop high level functional outcomes, relevant tools and standardized metrics, sketches and related hypotheses for validation. Define necessary user flows and use case scenarios via wireframes and other structured low-fidelity / high-fidelity techniques. Collaborate with developers and business stakeholders to validate use case hypotheses and ultimately implement designs.
- Partner with internal and external stakeholders to contribute concepts to product strategy, develop user journeys, and influence decision-making as it relates to defining impactful experiences.
- Foster and encourage a collegiate development environment that results in regular Analysis of Alternatives, create different options to negotiate compromise and translate the tradeoffs between them in the context of desired business and customer outcomes.
- Ensure that UX designs and interactions are accurately developed in final products satisfying product and service Critical to Quality attributes to enable differentiated value recovery.
- Collaborate with IT to define and execute comprehensive test plans and strategies for acceptance testing of delivered capabilities, orchestrating the necessary participation by key stakeholders throughout the organization.
- Support the planning and coordination of communication and training on new capabilities for internal staff, customers and partners.
- Manage and develop your team of professionals.
Can you drive these processes?
- Lead by example to facilitate collaboration among cross functional teams to move projects forward.
- Enable team to use research and testing to inform and validate design hypotheses and make decisions; leverage analytics to help drive constant improvement and capability enhancements.
- Stay current on the latest technologies and push the boundaries of what’s creatively possible
- Embody lean-agile principles in your daily work and interactions. Foster an environment of transparency, respect for people and cultures and customer focus in everything you do.
You should definitely have:
- BA/BS in Marketing, Design, Human Computer Interaction, or other related major / focus.
- Minimum of 12-15 years of experience including at least seven years as a software product owner / product manager, with a track record of delivering results.
- Ability to conceptualize and communicate design rationale to internal & customer stakeholders.
- Demonstrate examples of how you have taken complex user scenarios and customer pain points and solved them employing elegant UX solutions.
- This role is subject to ITAR/EAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
It would be nice if you had:
- Experience with incremental product definition and development using structured tools and frameworks such as: lean-agile, spiral development, user journey mapping, ideation, etc.
- Experience coaching and leading a team of individuals to achieve distributed decision making and collective ownership.
What it’s like to work with us:
Intelsat is connecting the world and transforming the satellite and inflight connectivity landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. We connect the aviation industry and air travelers with innovative technology and applications, and we do it all in a high-energy environment that welcomes the next challenge. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.
- We emphasize personal and professional growth
- Awesome benefits including DTO, medical, tuition reimbursement, and training
- Flexible Work Arrangements and Hybrid Work Policy of 3 days per week in office experience
- Fun, diverse, and inclusive culture
About Us
As the foundational architects of satellite technology, Intelsat applies our expertise to develop breakthrough solutions that advance and secure boundless applications for our customers and partners.
At Intelsat, we increase human potential by connecting people, communities, businesses, and governments. Our employees enjoy a casual and collaborative environment, where we celebrate professional excellence in pursuit of the corporate mission. We hire skilled professionals who work in various areas such as: satellite engineering, network operations, cloud architecture, accounting, sales, legal, and more. Browse our current job openings or create a professional profile to stay informed about opportunities that match your interests and expertise.
Intelsat is subject to regulation by certain U.S. Government national security agencies, which require that we collect and share certain Personally Identifiable Information (“PII”) with the U.S. Government to obtain permission to employ non-U.S. persons in certain roles. If selected for a role at Intelsat, we may collect and share your PII for these purposes.
Intelsat is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled