Smart Product Delivery Consultant

Main purpose of the role & responsibilities in the business:

As a Smart Product Delivery Consultant at Kainos, you will lead the implementation, configuration, adoption and continuous improvement of our successful cloud-based products for global customers. You will work with customers to understand their requirements, then design commercially viable solutions aligned with their Workday configuration and business objectives.

You will take ownership of customer relationships and delivery outcomes, provide expert guidance, and support the development of junior colleagues through coaching, mentoring and knowledge sharing.

You will be responsible for:

• Lead customer delivery – Own the successful delivery of Smart Product implementations, ensuring agreed outcomes are achieved within scope, timeline, quality and commercial expectations.

• Understand and shape customer requirements – Lead discovery and analysis activities, identify appropriate use cases, and provide clear recommendations that support successful adoption of Smart Audit and User Access Review.

• Apply product and domain expertise – Act as a Smart Product subject-matter expert, clearly articulating the product’s functionality, benefits, dependencies and limitations in the context of each customer’s Workday configuration.

• Manage customer relationships – Build trusted relationships with customer stakeholders, manage expectations, communicate progress and risks, and resolve or escalate issues appropriately.

• Enable customer self-sufficiency – Deliver training and knowledge transfer covering what has been configured, why it has been configured, and how customers can use and maintain the solution effectively.

• Drive continuous improvement – Identify and implement improvements to delivery methods, tools, documentation, training and internal processes.

• Collaborate across the business – Partner with Customer Success, Product, Engineering and Sales, providing structured feedback and supporting the definition, testing, release and customer rollout of features and fixes.

• Develop team capability – Coach and mentor junior colleagues, maintain training materials, and coordinate onboarding and upskilling across relevant teams.

Minimum (essential) requirements:

• Strong understanding of Workday products either/or HCM a s well as any specialist Capability.

• Strong commercial experience in SaaS implementation, technology consulting, business analysis or quality assurance.

• Demonstrable experience independently leading complex customer-facing engagements, taking accountability for scope, governance, risks, commercial outcomes, solution quality and successful transition into ongoing support.

• Strong consulting skills e.g. presenting, leading workshops, demonstrating and explaining complex functionality or solutions to customers.

• Excellent customer management skills, including the ability to manage expectations, challenge constructively, resolve issues and escalate appropriately.

• Sound commercial judgement, including an understanding of scope, estimation, utilisation, delivery risk and the commercial dynamics of a professional services organisation.

• Experience coaching, mentoring or line-managing junior colleagues.

• Ability to identify and implement improvements to delivery tools, standards or processes.

• Willingness to work across relevant Workday delivery services and travel to customer locations when required.

Desirable:

• Workday HCM, Financials or Payroll Certification.

• Familiarity with service management tools such as JIRA Service Desk, ServiceNow, or equivalent.

• Relevant Workday, testing, security, privacy or project delivery certifications.

• Exposure to customer success metrics, adoption health scoring, or maturity frameworks.

• Experience in audit, risk, control assurance or continuous control monitoring.

• Experience with data masking, data privacy or information security solutions.