Performance and Transformation Manager

Ensign is hiring

Join us for the opportunity to lead end-to-end transformation projects focused on improving the customer experience and help drive impact to the Ensign's business. The Digital Transformation Office (DTO) is chartered to drive the strategy development, action plans and prioritize the Transformation Roadmap.

DTO Has Five Focus Areas:
Capture Value: Creating value by improving product/service quality, enhancing reliability, and fostering proactive collaboration for unified cyber defence. Increase Revenue: Drive growth with higher sales, increased customer base, new products, and successful customer renewals. Reduce Cost: Achieve efficiency by reducing headcount and minimizing development/delivery time. Increase CSat/CX/EX: Align with customer needs, ensure seamless collaboration between Ensign teams, and deliver an intuitive, interactive, customized UI/reports. Increase Productivity: Implement automation, streamline processes, and enable quick, data-driven decisions and resolutions for enhanced productivity.

The Performance and Transformation Manager will play an integral role within the DTO team; in supporting the execution of the Customer Experience and Transformation strategy by defining and managing programs, projects, and initiatives that measurably move us toward realizing our vision of delivering exceptional Customer Experience through world-class expertise, innovative technologies and operational excellence. DTO ultimately report into Ensign's Chief Information Officer, within the Information Security Organization.

**Responsibilities**:

- Advocate and lead our Digital Transformation vision and strategy, to execute across the organization
- Conduct comprehensive process mapping exercises to identify areas for improvement and digitalization
- Developing and communicating the digital transformation roadmap
- Aligning transformation initiatives with business objectives
- Collaborating with stakeholders and cross-functional teams to drive cultural change and digital adoption
- Overseeing the overall digital transformation program, ensuring its success and value delivery
- Champion a design thinking mindset throughout the organization, ensuring that solutions are user-centric and aligned with customer and employee needs
- Lead the development and management of business intelligence dashboards, providing real-time insights on key performance metrics for digital transformation initiatives to support data-driven decision-making and continuous improvement
- Provide end-to-end ‘hands-on’ project management throughout their life cycle; From initial scoping phase, through planning, estimating and budgeting, scheduling, design and development and full implementation
- Scope digital projects with stakeholders; Understanding their individual business requirements and creating accurate documentation, including briefs, functional and non-function specifications
- Deliver project excellence; With the ability to anticipate potential issues and dependencies, highlight project risks, and manage to change business and technical requirements by effectively suggesting solutions or contingency plans at the appropriate stage of the projects
- Be authoritative and efficient; Ability to direct and lead others confidently and have tough conversations with the various team and our vendors, where appropriate
- Be analytical with great attention to detail; Ensuring consistent improvement in the quality of our output

**Requirements**:

- Minimum 8 years of overall experience, including 3-5 years in leading customer experience and digital transformation initiatives
- Proficiency in agile methodology, design thinking, DevOps, UI/UX, and business intelligence
- Strong analytical skills with great attention to detail
- Proven ability to lead, communicate effectively, and navigate tough conversations
- Adept at implementing and driving change in a dynamic environment