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Reporting to the Manager of Customer Success and Innovation, your primary accountability is to support the relationship between Data and Technology (D&T) teams and their customers. You will be responsible for fostering strong relationships, supporting the technology business partner function, and aligning technology with business objectives.
You will play a key role in ensuring that customers achieve their desired outcomes while using D&T products and services. By acting as a liaison between customer and technology teams, you will proactively engage with customer teams to understand their needs and challenges, identify solution options leveraging D&T products or vendor solutions, provide continuous support to ensure customer satisfaction, and work to bring innovation to customer teams.
This position requires a professional with a deep understanding of technology, business acumen, building strong relationships, and a proven track record of being in a customer focused technology team.
Key Responsibilities:
Support the manager to develop and maintain customer technology roadmaps with the products and initiatives based on business impact, customer value, and technological feasibility.
Proactively engaging with our customers to understand and document their business objectives, unique challenges, opportunities, and identify ways in which technology can address and enhance their operations.
Gather and analyze customer feedback and usage data of various D&T services to understand customer needs and pain points
Assist or lead with the development of recommendations and presentations of various product and services applicable to customers based on their needs.
Develop and maintain strong relationships with business teams and D&T teams
Become an expert in the D&T products and services to be able to make connections between customer needs and available offerings.
Champion the adoption of core technology programs and initiatives to deliver on the D&T team’s collaborative priorities.
Support the manager to build a model of support to increase the effectiveness of the relationship between D&T and our customers.
Apply independent, sound judgment, and navigate complex issues with a view to customer success.
Leadership and Influence
Ability to self-lead and manage your work effectively
Manage multiple project workstreams, including supporting problem-solving sessions, workshops and interviews with cross-functional team members and subject matter experts
Demonstrate leadership within the D&T function through transparency, and championing communication, collaboration, organizational culture, and values.
Collaboration
Build and nurture strong relationships with the Data and Technology & Business teams
Energized by achieving goals in a collaborative environment.
Prioritize strong and effective cross-collaboration across Data and Technology.
Collaborate with the Technology Product and Services team to drive our business goals forward.
Leverage the D&T’s technical expertise to ensure our technology programs are not only innovative but also strategically aligned with the evolving needs of the business.
Share learnings with D&T to drive continuous improvement and operational effectiveness.
Innovation
Stay current on innovative and emerging technology advancements.
Support team in identifying innovation use cases for customers and determining feasibility and scalability
Synthesize findings and present clear recommendation plans to ensure impactful project outcomes for customers
Qualifications:
Bachelor's degree in a relevant field;
3 years of experience in technology driven roles.
1-3 years of strategy, consulting, tech, or other relevant experience
Excellent organization, communication, problem solving and prioritization skills
Ability to effectively prioritize and execute tasks in an environment with competing priorities
Proven experience in a team where technology & business partner for a common objective
Experience working with and successfully influencing customers
Basic understanding of business operations, market dynamics, and technology trends.
Strong strategic thinking and problem-solving skills.
Track record of successfully leading technology teams and driving innovation.
Proven ability to earn trust through data-based insights, delivering results, influencing, and relating to others.
Excellent communication skills - should be able to explain technical aspects in a non-technical language to the business and relevant stakeholders.
Demonstrate curiosity in business processes to challenge the established thinking and help generate new ideas and approaches to problem solving.
Experience working with AI tools, conducting AI use case discovery workshops, or AI training sessions for customers is an asset
Experience or knowledge with different data platforms, data strategy, or data governance is an asset
We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 4 days per week.
As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.
From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.
