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 of
The
**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.)
- Proven experience managing, leading, mentoring and coordinating multifunctional and/or multicultural teams or individuals.
- Familiarity with customer-centered performance measurements and standards of success.
- Experience and demonstrated proficiency facilitating user empathy-based customer research, service prototyping and usability testing.
- Experience and demonstrated proficiency to interpret, investigate, and utilize quantitative and qualitative customer and operational data to drive positive change.
- Journey mapping, service blueprinting, persona development, and interaction design proficiency with relevant tools.
- Excellent portfolio showcasing design solutions and strategic approaches.
- Demonstrated skill to coach and lead teams in Agile and Lean practices, determining the right approach for the team to take and evaluating this through the life of a project.
Adjusting to new and innovative ways of working to achieve the right outcomes, acting as a recognized expert and advocate for the approaches, continuously reflecting and challenging the team.
- Skilled in mediating between people to mend relationships, communicate with stakeholders at all levels, manage stakeholder expectations and moderate discussions about risk and complexity, even within constrained timescales.
An advocate that can speak on behalf of and represent the target customer(s), along with required business acumen and sensibility.
- Excellent at collaborating in a group, actively networking with others.
Able to adapt to feedback to ensure it is effective and lasting, while proactively identifying problems or issues in the team dynamic and rectifying them through strong routines to monitor.
- Expert skill in designing systems for use across multiple services through evidence and context-based, human-centered design and can identify the simplest and most effective of a variety of approaches.
- Highly skillful executing strategy for the whole organization,