.Overview:The **Customer Experience Management (CXM) Sr Specialist (Service Designer)** is a critical role in the implementation and sustainability of the **Service Design Center of Expertise**, driving the integration across IO ofThe**Location**: Monterrey, N.L.
**Responsibilities**:- Partner with Service Design CoE Manager and Voice of Customer Program Analyst:- Define, Integrate, and maintain the standards, framework, approach, and routines of Design Thinking to new and renewed products, services, and experience design in GMF IO.- Quantitative and qualitative research methods, execution, synthesis, publishing and cataloging of research into repository to deeply understand customer/user behavior, pain points, and desires, driving visibility and integration of outcomes to CXM strategies and internal stakeholders.- CX Assets development, integration, and maintenance in GMF IO.- Execute an effective and value-added set of governance, routine, reporting and project plans for all Service Design CoE actions, projects, and initiatives.- Partner with Customer Experience, CXM, Digital Program Management, PMO, Data & Analytics, and new products areas to guarantee consistent product, service, and experience understanding, design, delivery, and measurement:- Design Target Operating Models for new products and services based on a thorough understanding of value proposition(s), moments that matter, jobs-to-be-done, key customer-facing touchpoints, internal processes, and systems ensuring a holistic connection of all components driving the customer experience design.- Provide data and empathy-oriented, compelling recommendations through various scales of GMF IO and PMO projects around experience improvements and new product and service experience design driving consensus and strategic alignment.- Work with interdisciplinary teams that include customers, employees, management, and other stakeholders involved in service design and service provisioning to share understanding of current and potential customers to drive service design based on customer understanding.- Drive service design testing, including visual conceptualization to share with stakeholders and customers for feedback for continuous refinements.- Maintain strict confidentiality of all information.- Periodic travel will be required.Qualifications:- Bachelor's Degree in bachelor's degree in a Design related field or Business Administration.- Minimum of **3+ years experience designing complex service design systems** for projects of various scale and scope.- Proficcient communication skills in both English & Spanish.
(Portuguese preferred)- Certification in service design, business design or a related design discipline.- Proven experience and execution of:- Human-Centered Design practices (graphic, service, product, interaction, social, ethnography or operational)- User experience and customer experience initiatives- Core business processes in service oriented sectors (banking, utilities, etc