Hindustan Unilever Hiring For Customer Experience -IT Director, South Asia at Bengaluru / Ban[...]

Hindustan Unilever; Bengaluru; On-site; INR 20,00,000 - 40,00,000; Full time

Job summary

An established industry player is seeking a visionary Customer Experience IT Director for the South Asia region. This pivotal role involves leading the digital transformation initiatives, enhancing customer experience, and driving the adoption of cutting-edge IT platforms. You will collaborate closely with senior leadership and global teams to shape the technology strategy, ensuring it aligns with market dynamics and customer expectations. As a key driver of innovation, you will leverage your expertise in data analysis and AI/ML systems to maximize business value. Join a forward-thinking company that values purpose-led business practices and empowers you to make a significant impact in the rapidly evolving digital landscape.

Qualifications

• Experience in digital transformation and customer experience management.
• Strong leadership skills with a focus on business strategy.

Responsibilities

• Partner with senior leadership to define and execute CD technology strategy.
• Drive business adoption and continuous improvement of Customer IT platforms.

Skills

Digital Transformation

Customer Experience Management

Data Analysis

Technical Awareness

Leadership

AI/ML Systems

Business Strategy

Education

Bachelor's Degree in IT or related field

Master's Degree in Business Administration

Tools

Customer IT Platforms

Data Analytics Tools

Digital Selling Hub

Job description

JOB TITLE: CUSTOMER EXPERIENCE- IT DIRECTOR, SOUTH ASIA

WORK LOCATION: BANGALORE

ABOUT UNILEVER:

Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best.

ABOUT UNIOPS:

Unilever Operations (UniOps) is the global technology and operations engine of Unilever offering business services, technology, and enterprise solutions. UniOps serves over 190 locations and through a network of specialized service lines and partners delivers insights and innovations, user experiences and end-to-end seamless delivery making Unilever Purpose Led and Future Fit.

Business Context and Main Purpose of the Job:

South Asia is undergoing a rapid transformation underpinned by digitization. This rapid digitization has transformed the market dynamics across sectors and has led to fragmentation of customer choice, new channel shifts and the creation of service ecosystems. The eB2B market in India is expected to cross US$ 60 billion in 2025 with credit increasingly being made available to businesses, online transactions in the B2B market are expected to grow.

Main Accountabilities:

• Be the key partner for senior leadership.
• Works closely with the CD Center of Excellence to define and execute the strategy on CD technology across Demand generation, Demand capture and Demand Fulfilment.
• Constantly aware of industry trends and guide the sales organization appropriately.
• Builds resources, expertise, and talent networks to ensure effective delivery in market.
• Works closely with global RTM tech stack to build a future fit version for all DT markets.
• Support the set-up of Digital Selling Hub in HUL.
• Accountable for the insourcing agenda in CD IT – with 35 critical roles planned to be insourced in 2024.
• Support the digital agenda for Nutrition, Ice Cream and upscale the tech capabilities for Modern Trade.
• Creates awareness of digital capabilities and seeks opportunities for benefit maximization (usability, exploitation).
• Driving business adoption and continuous improvement of Customer IT platforms.
• Run platform teams to identify and experiment market suitable capabilities.
• Provides inputs to global design teams to tailor solutions for market modalities.
• Ensure the Customer IT platforms and ecosystem is fit for purpose for markets – drive OneTech agenda by partnering with global platform teams.
• Land value in P&L by embedding the right data/AI/ML systems into key CD decisions.
• Maintains technical awareness at a level where alternatives can be analysed, modelled and classified according to technical feasibility and performance.
• Utilizes business experience and skills to assess and advise on technical alternatives, marrying up technical capabilities with customer expectations and business objectives.
• Applies available standards, methods and tools in an intelligent and effective way, and produces a consistently high standard of documentation of both a technical and a descriptive nature.

Direct Reports: 30+

Key Interfaces:

• Senior CD Leadership Market & Global
• Global RTM Platform team
• Market Geography IT and Data & Analytics