Customer Capability & Solutions Manager

Role Title: Customer Capability & Solutions Manager
Role Location: Abbey Street

We are looking to build out our Customer Solutions & Capabilities team with the addition of a Customer Capabilities and Solutions Manager to support the Head of Customer Capabilities and Solutions with the planning, strategy and delivery of strategic capabilities to enable our customers live longer, stronger, healthier lives and empower colleagues.
This is a key role which will have significant autonomy and influence in delivering best in class capabilities which will have a material impact on Vhi customers and colleagues. Initially the role will be focussed on delivering a key strategic programme of customer engagement capabilities e.g. a CRM, patient engagement, provider platform, CcaaS. However there is significant opportunity to shape the role into the future.

Benefits:

• Hybrid working opportunities
• Health Insurance
• Performance related pay
• Company pension
• And many more

Role Purpose

• Strategic Roadmap Development : Shape and define the long term strategy for customer capabilities aligning with Vhi strategic objectives and merging industry trends
• Solution Design and Delivery : Define and oversee the implementation of customer-focused solutions, ensuring they deliver measurable business value and align with overall Vhi strategic objectives
• Business Case Development : Support the creation of business cases to support investment decisions, ensuring alignment with strategic objectives and clear articulation of expected business value.
• Program Delivery : Work closely with program management to ensure successful delivery of customer capability initiatives, managing risks, dependencies, priorities, contracts, and key milestones.
• Stakeholder Engagement & Workshops : Facilitate workshops and engagement sessions with key business stakeholders to align priorities, and drive collaboration.
• Executive and Board Level Communication : Prepare and deliver presentations to executive and Board committees providing clear insights on strategic direction, progress and decision points.
• Governance and Decision-Making Support : Provide structured governance and reporting on key initiatives, ensuring that senior leadership has the insights needed to make informed decisions.
• Cross-Functional Collaboration : Act as a bridge between business teams, IT, and external partners to ensure seamless execution of initiatives and alignment of customer capability roadmaps.
• Performance Measurement and Benefits Reali sation: Track and report on key performance indicators (KPIs), ensuring that delivered solutions achieve the intended benefits and drive continuous learning.

Education & Experience

• Strategic thinking and planning with the ability to develop and execute long-term customer strategies
• Experience in shaping and delivering customer focused solutions working across business and technical teams to drive implementations
• Strong interpersonal and influencing skills, with experience managing diverse stakeholder groups
• Exceptional critical thinking and communication skills, with the ability to distil complex topics into executive-level presentations
• Ability to display a high degree of professionalism in dealing with senior management
• A h igh standard of work and focus on meeting deadlines and deliverables
• Ability to navigate ambiguity and maintain focus in a dynamic environment
• Degree in a relevant discipline (Marketing, Business, IT)
• 5 + years' experience in customer transformation or strategy roles
• 5+ years' experience implementing large scale transformation
• Knowledge in the application and utilisation of customer engagement technolog ies, e.g. CRM, Caas
• Strong commercial experience, including writing business cases, ROIs
• Alignment to the Vhi Values

Vhi is an equal opportunities employer.

Accessibility
If you are a candidate with a disability and encounter difficulty accessing any part of this website or wish to discuss any matter relating to the accessibility of our building or services, please contact Apply

Reasonable Accommodations
Our commitment is to make any reasonable accommodation for you in the recruitment process to give you the best opportunity to perform to your optimum in the application, test, and interview process.
Please see our Vhi Careers page and LinkedIn page