Digital Experience Business Enablement Manager

2 weeks ago

Miami, United States Norwegian Cruise Line Holdings Ltd. Full time

BASIC PURPOSE: Responsible for overseeing and managing the launch of digital experiences across NCLH's organization and fleet of ships. Drive change management efforts, collaborating closely with shipboard and shoreside stakeholder to facilitate smooth transitions, and strong project management skills to coordinate initiatives across a diverse set of teams.


POSITION RESPONSIBILITIES:

  • Design, implement, and lead change management strategies and processes to ensure adoption of new digital guest experiences and transformation programs.
  • Develop and execute comprehensive project plans and generate regular reports on project status, key metrics, and milestones to keep stakeholders informed.
  • Ensure internal operational needs are considered and balanced with a seamless deployment minimizing impacts on the guest experience.
  • Act as subject matter expert by applying industry-leading project & change management methodology and tools to support large-scale, complex organizational initiatives.
  • Support the design and application of change approaches for executive engagement, targeted stakeholder engagement strategies, change impact assessments, mitigation plans, operational readiness, and communications and learning needs assessments and execution.
  • Responsible for assessing training needs and recommending learning strategies.
  • Partner with change management coaches to develop product-level strategic training and communications.
  • Develop and deliver training programs and materials tailored to meet the needs of different audiences throughout the various stages of change, including shoreside team members and shipboard staff and crew, enabling them to adopt new Digital Experiences.
  • Develop materials and help craft and implement standard operating procedures to provide ongoing support and guidance to address any issues or questions that arise during the deployment process and once the Digital Experiences are live. Manage a structured review process for all change management deliverables, from drafts through final distribution.
  • Conduct stakeholder assessments and develop engagement plans.
  • Work with various stakeholders, including guest services, onboard revenue, hotel operations, brand marketing and other areas to ensure alignment and support for the mobile app program and Digital Booked Guest Experience.
  • Support digital experience product management teams with presentations, showcasing prototypes, and coordinating roadshows and hands on demos.
  • Provide product and Digi leadership with updates and communications required for executive alignment and engagement.
  • Collaborate with various stakeholders, including shipboard staff, IT personnel, vendors, and senior leadership, to ensure alignment and support for the mobile app deployment and the Digital Booked Guest Experience.
  • Manage personnel by providing clear direction, guidance and support needed to perform their responsibilities effectively; assess training needs and recommending learning strategies.
  • Assess resource needs and make recommendations for resource allocation necessary to meet deployment and training demands.
  • Perform other job-related duties as needed.


KNOWLEDGE AND EXPERIENCE:

EDUCATION: Bachelor's degree in information technology, Business Administration, Communications, or related field. Advanced degree or relevant certifications are a plus.

EXPERIENCE: Proven experience managing complex technology deployment projects, preferably in the cruise or hospitality industry. Experience designing and managing of end-to-end complex global enterprise transformation programs or initiatives with quantifiable and sustained results.

KNOWLEDGE & SKILLS: Exceptional communication and interpersonal skills, with the ability to build relationships and collaborate effectively with stakeholders at all levels of the organization. Strong knowledge of Digital Product deployment and support processes. Excellent project management skills, with the ability to lead cross-functional teams and deliver results on time and within budget. Excellent conflict resolution skills with the ability to facilitate productive discussions and resolve issues collaboratively. Detail-oriented with strong problem-solving and analytical abilities. Flexibility and adaptability to manage changing priorities and navigate challenges in a dynamic environment. Experience designing and managing of end-to-end complex global enterprise transformation programs or initiatives with quantifiable and sustained results Familiarity with the lifecycle of user-centered transformation (design thinking or UX principles), as well as digital, analytics, and agile competencies Solid track record of leading, coaching, training, and developing members of a team. Proficient in use of Excel and PowerPoint. Atlassian Tool Suite a plus (Jira, Confluence).


To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.

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