The Customer Agility Framework ™ is focused on automating templatable activities and focusing humans on complex tasks that machines cannot yet accomplish.
After 20 years of Agile some roles have become enshrined as standard within new Agile Organisations, however the Customer Agility Framework ™ eliminates most of them though a better focus on what people need to do to maintain a constant flow of work.
Old Agile Roles
- Release Train Engineering (RTE) – Replaced by Business and Technical Orchestration software tool
- Scrum Master – A team shared activity and no longer a role (all the admin now automated in Business and Technical Orchestration software tool), Teams are supported by Solutions Coaches.
- Product Owner – Replaced by Journey Business and Technical Mediator
- Product Manager – Replaced by Journey Group Business and Technical Mediator
New Customer Agility Framework ™Roles
There are no people or service management roles in the Customer Agility Framework ™ the work within Business and Technical Orchestration provides the continuous backlog and is acted upon by all the participants to refine it and deliver it, everything else is automated.
Customer Value & Organization Outcomes
- Business and Technical Orchestration – Multidisciplinary new team outside of existing IT shared services and business IT since its primary focus is consultancy, for building digital customer journey groups and journeys as templates and adding all other software and process maps to automate activity along with all real time reporting interfaces.
- User Experience Researchers (Strategic with no business or technical agenda) focused on end customer outcomes to define the organisations OKRs, Customer North Star and own all Customer Journey Groups and the characteristics of each Journey. They utilise quantitative and qualitative data for all the available sources acting a the primary filter on work prioritisation.
Leadership Activities are focused on Business and Technical Orchestration not People
Strategic Business Insight to Outcome
- Executive Business Leadership – Subject Matter Expert to refine and break down cases into strategic outcomes for the organisation and balance the Customer North Star with delivering the Organization’s Vision.
- Divisional Business Leadership – Subject Matter Expert to refine and break down cases into strategic outcomes for their division and balance the Organization’s Strategic Outcomes, Customer North Star with delivering the Divisions Business Vision.
- Regulator Business Leadership – Subject Matter Expert to provide guidance on compliance of strategic outcomes.
- Vendor Business Leadership – Subject Matter Expert to provide horizon plans of capabilities to deliver strategic outcomes.
Strategic Technical Insight to Outcome
- Executive Technical Leadership – Subject Matter Expert to refine and break down cases into strategic outcomes for the organisation and balance the Customer North Star with delivering the Organization’s Technical Vision.
- Divisional Technical Leadership – Subject Matter Expert to refine and break down cases into strategic outcomes for their division and balance the Organization’s Strategic Outcomes, Customer North Star with delivering the Divisions Technical Vision.
- Regulator Technical Leadership – Subject Matter Expert to provide guidance on compliance of strategic outcomes.
- Vendor Technical Leadership – Subject Matter Expert to provide horizon plans of capabilities to deliver strategic outcomes.
Technical Solutions
- Enterprise Specific Skills (Roles e.g Doctors, Nurses etc.)
- Subject Matter Experts (Roles e.g Consultants etc.)
- Business Analysts – Business Design and Modelling
- Graphic Designers and Service Designers – Visual Design & Service Design (Visual Cues and Ecosystems)
- Vendors (dependant on the type of work being undertaken)
- UX Consultants and Interaction Designers – CX / UX Solutions
Delivery Solutions
End to End Customer Journeys (Cross Cutting Roles)
- Journey Group Business and Technical Mediator – Subject Matter Expert to refine and break down strategic outcomes relative to their Journey Groups and Engage with Strategic Leadership to refine based upon current and future capabilities
- Journey Business and Technical Mediator – Subject Matter Expert to refine and break down strategic outcomes and possible solutions relative to their Journeys and Engage with Strategic Leadership, Technical Solutions and Delivery Solutions to represent the highest quality outcomes in a pragmatic way.
Work Orchestration Templates and Strategy Data
- Agile Business Strategy Governance – Automation Template creator and maintainer
- Agile Business Risk Governance – Automation Template creator and maintainer
- Agile Technical Strategy Governance – Automation Template creator and maintainer
- Agile Technical Risk Governance – Automation Template creator and maintainer
- Agile Technical Solutions Strategy Governance – Automation Template creator and maintainer
- Agile Technical Solutions Risk Governance – Automation Template creator and maintainer
- Agile Technical Delivery Strategy Governance – Automation Template creator and maintainer
- Agile Technical Delivery Risk Governance – Automation Template creator and maintainer
- Advisory and Coaching – Agile and Technical Coaches to support teams
