• Create, implement and improve a strategic roadmap for the delivery of a best in class user experience.• Constantly gather requirements from all user groups to ensure ever-changing needs are continuously captured and incorporated into the strategic roadmap• Inventory and understand all technologies and software currently available within the SKF environment • Recommend investment in tools, technology or software needed to satisfy user needs when an existing tool is not available• Liaise with BI Automation and IT to ensure a coordinated and efficient effort that delivers the best result with the most cost effective solution possible• Work closely with and develop relationships with all users. Be seen as a strategic advantage and problem solver.• Lead the implementation of certain projects, tools or improvement activities as needed

• Lead, influence and drive the organization to work together for flawless customer experience delivery• Develop and leverage key data (i.e. personas, journey maps, surveys, research, etc.) to identify key opportunities for improving the customer experience while supporting the company's Customer Centric strategy.• An advocate for customers, working cross-functionally with business partners to affect change via people, policy or system changes to improve the customer experience• Drive new thinking to dramatically improve our customer experience, leveraging resident knowledge, experience, business needs and enterprise wide customer feedback. • Introduce new methods and tools to drive results that are compelling to customers and help drive the business.• Partner with other departments to understand customer feedback and offer insights into customer loyalty/voice of the customer.