AVP, Data Platform Customer Success & User Enablement

About the role

This role drives customer success, user enablement, communications and engagement across the enterprise Data Platform within Group Technology. You will own initiatives that help users discover, understand and adopt platform capabilities through outreach, notifications, onboarding and learning programmes, community engagement and data-driven insights. It offers broad exposure to enterprise technology and strengthens capabilities in customer success, stakeholder management, communications, analytics and programme delivery.

Key responsibilities

• Own and drive user outreach and engagement campaigns, and manage communications for releases, maintenance, service updates, operational announcements and new features, translating technical information for different user groups
• Partner with Product, Engineering, Operations and Support teams; manage communication calendars, outreach schedules and stakeholder engagement plans
• Design and run onboarding, training, workshops, office hours and learning activities, and build user communities through knowledge-sharing sessions, forums, roadshows and showcases
• Gather and analyse customer feedback via surveys, interviews and engagement channels, turning it into practical recommendations
• Drive internal engagement: town halls, recognition programmes, leadership sessions, newsletters and digital content
• Build dashboards and reports on adoption, onboarding, engagement, learning participation, satisfaction and team engagement, and prepare management reports and executive presentations
• Manage programmes and workstreams from planning through execution, tracking milestones, deliverables, dependencies and risks

Required profile

• Degree in Business, Information Systems, Marketing, Communications, Learning & Development, Technology, Data or a related discipline
• 5 to 7 years of experience in Customer Success, Technology Adoption, User Enablement, Change, Programme Management, Technology Operations or Communications
• Proven ability to drive cross-functional initiatives independently and to own programmes end-to-end with limited supervision
• Strong stakeholder management, written and verbal communication, analytical and problem-solving skills
• Experience delivering user-facing initiatives such as onboarding, adoption programmes, learning activities, communications, events, communities or engagement campaigns

Required skills

• Working proficiency in Microsoft Office, especially Excel and PowerPoint
• Familiarity with SharePoint, Confluence, Jira or Teams
• Preferred: Power BI, Tableau or Looker; Qualtrics, Microsoft Forms or Google Forms; Agile, data platforms, cloud or AI tools