The Team:

Customer Experience a core capability within Market Intelligence collaborates closely with theRevenueorganization to deliverdifferentiatedcustomer experience. This group supports our sales teams and business units by overseeing customer success sales operations and the implementation of commercial technologies. This includes tools such as Salesforce alignment with targets in strategic growth areas and driving accelerated growth by placing the customer at the center of all we do. Our focusondeliveringa comprehensivecustomer experience.

The Proposal & Customer Assessment Team a core function within the Customer Excellence Organization plays a critical role in supporting client engagements across both pre- and post-sales cycles. Our scope includes lead generation support RFX responses proposal development due diligence questionnaires risk assessments audits and the management of a wide range of customer inquiries.

Our mission is to enable new revenue generation through efficient and high-quality RFX processes while ensuring superior customer satisfaction by deliveringaccurate relevant and compelling information throughout the customer lifecycle. Serving a diverse global client base weremainfirmly committedto a client-first approach consistently aligning our efforts with customer needs and businessobjectives.

This role is about leading the shared capability within the team that encompasses multiple support functions that enable the team to deliver to our clients and internal stakeholders ineffectiveand efficient way.

Responsibilities and Impact:

Lead the Shared Capability Group overseeing end-to-end planning and execution of critical enablement initiatives including the design and governance of templates internal and external portals case routing frameworks knowledge management systems and issue-tracking mechanisms. This group plays a pivotal role in ensuring teams havetimelyaccess toaccurateand comprehensive information from the outset enabling efficient and high-quality resolution of client inquiries.

The role requires close partnership with cross-functional stakeholders a deep understanding of client requirements and strong familiarity with diverse operational workflows to drive alignment consistency and continuous improvement across the organization.

• Define and execute the shared capability strategy aligned to business priorities and customer excellenceobjectives.

• Design standardize andmaintaincore tools and frameworks to support pre- and post-sales client engagements.

• Enable seamless information flow by ensuring content accuracy accessibility and governance across systems.

• Partner with Sales Legal Risk Compliance Operations and Technology teams to align workflows and requirements.

• Optimizeend-to-end processes to improve efficiency consistency and turnaround times for client inquiries.

• Establish governance SLAs and performance metrics to track effectiveness and drive continuous improvement.

• Lead change management and adoption of new tools processes and best practices.

• Serve as an escalation point for complex or high-impact issues ensuringtimelyresolution with a client-first mindset.

• Foster a culture of collaboration accountability and operational excellence within the team.

WhatWereLookingFor:

• 810 years of relevant experience with a strongtrack recordof leading or managing shared capability or enablement functions in complex cross-functional environments.

• Provenexpertisein process design governance and workflow optimization particularly within client-facing or pre- and post-sales operations.

• Demonstrated ability to partner and influence across Sales Legal Risk Compliance Operations and Technology teams.

• Deep understanding of client requirements and a consistent client-first mindset in delivering scalable high-quality solutions.

• Hands-on experience designing and governing templates portals knowledge management systems case routing and issue-tracking frameworks.

• Strong analytical problem-solving and communication skills with the ability to translate complex requirements into practical outcomes.

• Ability to balance strategic thinking with execution driving continuous improvement in a fast-paced evolving environment.

Competencies:

• Strategic Leadership & Execution-Ability to set direction for shared capabilities while driving disciplined execution and measurable outcomes.

• Stakeholder Partnership & Influence-Strong capability to collaborate align and influence cross-functional and senior stakeholders across the organization.

• Process Design & Operational Excellence-Expertisein designing governing andoptimizingend-to-end workflows to improve efficiency consistency and quality.

• Customer-Centric Mindset-Deep focus on understanding client needs and delivering solutions that enhance customer experience and satisfaction.

• Change Management & Adoption-Proven ability to lead change drive adoption of new tools and processes and embed best practices at scale.

• Analytical Thinking & Problem Solving-Strong data-driven approach to diagnosing issues evaluating options and implementing effective sustainable solutions.