Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic, and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain the answers and insights they seek – so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.
The Agilent Digital team’s strategic intent is to deliver a differentiated digital experience throughout the customer buying journey for new and repeat customers. This role focuses on enhancing and simplifying the customer’s buying experience to support the growth of the Services division. The role includes leading and supporting the overall management of digital service products from ideation, development, to commercialization through collaboration with cross-functional teams to drive digital product adoption and increase online order growth. The job requires knowledge of customer service needs and workflows, market trends, digital transformation landscape, competitive offerings, and internal business processes.
Principal Duties/Responsibilities:
Serve as a bridge between the business and IT/Digital Channel to support the development of the necessary requirements and clarity to drive new digital customer solutions into the market.
Support ideation, development, and launch of digital service solutions in collaboration with business stakeholders in alignment with business objectives.
Lead and support cross-functional projects in partnership with IT, marketing, digital channel, finance, and customer operations centers to refine broad concepts and customer requirements into structured IT requirements that enable execution.
Translate VOC (Voice of Customer) into actionable insights and partner with the digital portfolio manager to develop a long-term digital service product roadmap in collaboration and alignment with Product Marketing and other key stakeholders.
Gain management buy-in to ensure the success of the digital services portfolio.
Design solutions across a highly complex, cross-functional organization that meet the needs of global customers.
Conduct market research, experimentation, customer co-design, and competitive analysis to gain in-depth market intelligence when needed.
Translate customer feature requirements and capture them into Agilent’s IT technical documents for IT to scope out projects.
Oversee teams of external IT resources as they plan, track, and execute the project from start to completion.
Be accountable for tracking and delivering projects on-time and on-budget.
Define and develop key metrics and dashboards on SSD eCommerce initiatives.
Collaborate with commercialization teams to provide technical aspects of training on new solutions.
Own test strategy and coordination of cross-functional teams for digital solution testing and business sign-off.
Recommend enhancements for existing functionalities to improve ease of use for customers.
BS/MS degree in Business, Engineering, Sciences, or equivalent.
Overall, at least 4-6 years of work experience. Minimum 2 years supporting Digital Product Management role.
3 years of project and/or program management experience focusing on Agile methodology.
2+ years of experience with SAP (ECC and CRM) with IT processes.
Demonstrated ability to collaborate and synthesize varied business requirements and develop simple global solutions for customers.
Demonstrated digital mindset and attention to detail with the ability to manage multiple projects.
Independent, strong customer orientation and ability to make progress and get things done
Excellent verbal and written communication skills.
Ability to travel 5-10%.
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