Senior Director - Digital User Experience & Change Management

Akamai Technologies Inc Cambridge, MA
The Sr. Director of Digital Employee Experience, a new member of the Chief Information Officer's leadership team, is responsible for the strategy, roadmap and delivery of employee-facing technical innovations that drive employee productivity and collaboration. This leader will be responsible for building the digital employee experience team while also aligning and developing an operating model and engagement cadence with other cross-functional partners responsible for delivering the holistic employee experience: HR, Global Real Estate + Workforce Productivity (GRE+WP), and the Solutions Center Helpdesk.

The leader in this multi-faceted role is chartered with staffing and managing a team responsible for evolving and enhancing the digital employee experience on a global scale. This is an ideal position for someone with deep experience in transformational projects who understands how to seamlessly shift between driving strategy and ensuring the execution supports the desired employee end-user experience. Working closely with relevant cross-functional leaders and departmental stakeholders, this leader will create and oversee projects designed to evolve Akamai's enterprise digital environment. As an advocate for the user experience, s/he will serve as an analyst and a strategic advisor to executives driving a broad range of change efforts within Akamai. By fostering dialogue with Akamai user communities and ensuring strategic alignment across the enterprise, this leader and team will be deployed across a broad and complex set of enterprise innovation priorities and is expected to have a direct and positive impact on the Akamai employee experience. As a leader of change, s/he will be responsible for assessing, prioritizing, resourcing, and overseeing all change management work within the CIO's enterprise project portfolio while ensuring Akamai continues to build its internal change management capabilities and competencies. S/he must be a big-picture thinker who is also capable of executing tactically; the ideal candidate is also business-focused, technically adept, resourceful, creative, and results-oriented with a demonstrated track record of partnering within an enterprise environment.

Responsibilities

* Lead a team of internal and external engagement consultants deployed to support projects designed to enhance the digital user experience

* Define the future direction and vision of the end user experience for all internal and external Akamai stakeholders

* Orchestrate focus groups and other information gathering mechanisms to elicit feedback from key users or representatives so that the feedback can be incorporated into experience enhancements in all that IT does

* Develop and maintain a deep understanding of new developments surrounding end user experience technology and methodology, and how new solutions can enhance the delivery of services to the organization

* Engage with UX/UI specialists to maintain a common understanding of end users, information architecture and experience design for the IT organization

* Partner with GRE+WP to analyze and recommend technology innovations to enable smart office design and deployment of the digital user experience at Akamai's new headquarters and other global offices

* Partner with HR to ensure the digital employee experience complements the overall employee engagement experience

* Analyze and advise end user experience changes proposed (internally and from third party vendors) across a portfolio of projects

* Drive IT organizational awareness and adoption for the end-to-end user experience across all services and project outcomes

* Proactively work with teams to assess user behavior, analyze system usage and adoption, set targets, assess adoption barriers, devise adoption strategies and measure results

* Serve as the user adoption and IT change management point of contact to assess, resource, and execute change in support of IT-enabled technology implementations

* Foster development of internal change management capability and maturity by facilitating training on the topics of user experience, user adoption, and change management

* Through user experience, change management and training efforts, ensure Akamai continues to increase organizational change management maturity

About the Team

As part of the Akamai's Office of the CIO, the Akamai Digital User Experience and Change Management team is an internal consulting team responsible for working with business and project leaders to deliver transformational change related to systems, processes and policies. Team members are assigned to engage on specific projects and/or with specific business leaders who sponsor such changes. Successful engagements are based on a project's ability to deliver successful business outcomes, as well as the Change Leader's ability to cultivate positive business engagements throughout the lifecycle of the project and beyond.

Required Education and Experience

* Minimum 15 years of relevant experience and a Bachelor's degree in Information Systems, Computer Science, Engineering, another related field or its equivalent.

Required Skills

* Minimum 15 years of experience working on large-scale enterprise technology transformations

* Minimum 5 years of experience managing in-line, matrixed, and dotted-line employees

* Minimum 3 years of experience and/or certification in Change Management practices

* Minimum 3 years of experience in evaluating, selecting, onboarding and overseeing consulting resources

Desired Skills

* MBA preferred

* Strategic thinker

* Leadership presence and credibility to interact skillfully with all levels of employees and stakeholders including senior executives and global colleagues

* Experience attracting, hiring, retaining, and developing high performing teams and individuals

* Demonstrated ability to partner cross-functionally to align strategies and objectives

* Demonstrated ability to lead, manage, coach and guide direct and indirect team members by providing directional leadership, management, guidance and coaching

* Exceptional collaborator and influencer drives change through ideas, relationships and actions

* Good problem-solving and analytical skills

* Excellent communication skills

* Sound decision-making skills

* Strong facilitation skills

* Excellent organization, communication, program, process and change management skills

* Ability to problem solve and identify root causes of obstacles

* Outspoken ability to champion the 'voice of the user' and influence the majority when project objectives and user experiences do not align

* Ability to work with senior leaders in the organization

* Independent, self-starter and a team player

* Experience in fast-paced and rapidly growing/changing business environments, with flexibility to quickly adapt strategies and programs to meet overall business goals

About Akamai

Akamai® is the leading content delivery network (CDN) providing cloud services that help deliver, optimize, and secure online content and business applications. At the foundation of Akamai solutions, the Akamai Intelligent Platform™ enables unmatched speed, reliability, and security–backed by expertise and relentless innovation–to improve reach and invisibility across the web. Akamai removes the complexities of connecting the increasingly mobile world, supporting 24/7 consumer demand, and enabling enterprises to more securely leverage the cloud. To learn how Akamai is accelerating the pace of innovation in a hyperconnected world, visit http://www.akamai.com, and follow @Akamaijobs on Twitter.

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status.