GBS Customer Experience Manager - Service Design & UX
Position / Title: GBS Customer Experience Manager – Service Design / User Research
Global Business Services (GBS) designs, builds, and operates consistent end-to-end business solutions for adidas, delivering services in finance, non-trade procurement, and human resources. This drives operating efficiency, improves customer experience, enhances company agility and decision-making, and ensures compliance and control through consistent processes, strong governance, state-of-the-art technology, creativity, and continuous improvement.
Purpose:
This position aims to create a seamless customer experience, making every interaction with GBS digital touchpoints more valuable, consistent, and user-friendly. The professional acts as a user advocate, employing structured methodologies and tools to define and implement experience improvements.
Key Responsibilities:
Experience Strategy:
* Collaborate with global process owners and operations teams to plan and execute user research and service design strategies for various projects.
* Document customer profiles, needs, requirements, and processes, including customer journeys.
* Develop scenarios, concepts, and solutions based on business and user needs.
* Support the development of customer experience-related processes, tools, and competencies.
User Research:
* Conduct generative research to identify opportunities for system, product, and service enhancements.
* Design, execute, and analyze qualitative and quantitative surveys and interviews.
* Collect and analyze data on behaviors, needs, and opinions; synthesize findings into insights, reports, and presentations.
* Contribute to selecting research approaches and planning activities.
* Support the adoption of research methodologies and develop organizational standards.
* Facilitate stakeholder input and provide constructive feedback to prioritize requirements.
User Experience Design and Evaluation:
* Design and develop user interfaces and interactions that meet usability and accessibility standards.
* Create prototypes, gather user feedback, and refine designs.
* Evaluate prototypes and designs through usability testing, interpret results, and recommend improvements.
Specialist Advice and Change Management:
* Provide in-depth user insights and expertise on customer journeys.
* Apply user-centric methods to improve or create user journeys and support strategic decision-making.
* Monitor and identify new best practices and knowledge areas.
* Communicate insights, track improvements, and execute change plans to embed a CX mindset.
Learning and Relationship Management:
* Coach stakeholders on user-centric methodologies and design thinking.
* Develop and deliver learning materials and facilitate training activities.
* Build and maintain relationships with stakeholders, ensuring their needs are integrated into roadmaps and backlogs.
Key Relationships:
The role reports to the head of Innovation and impacts all levels within GBS, including senior leadership and operational teams worldwide.
* Collaborates with GBS functions such as Hire to Retire, Record to Report, Source to Pay, Order to Cash, Planning & Reporting, Human Resources, Global IT, and others.
Knowledge, Skills, and Abilities:
* Analytical, solution-oriented, and well-structured working style.
* Strong understanding of business processes and unmet needs.
* Facilitation skills for co-creative workshops.
* Ability to develop and present new ideas and concepts.
* Experience documenting customer profiles, needs, and journeys.
* Practical experience with agile and design thinking methodologies.
* Excellent interpersonal skills for working in complex, fast-paced environments.
* Fluent in English, both verbal and written.
Qualifications:
* University degree in Design, Business, Computer Science, or related field.
* Proficiency in user-centric methodologies and tools.
* Minimum 3 years of relevant experience in customer/User Experience or Service Design.
* Technical experience with CX/UX platforms and tools.
* Preferably 2 years in shared services or GBS.
* Experience leading and coaching teams.
Our Culture:
At adidas, we foster a winning culture built on mental strength, embodying behaviors like courage, ownership, innovation, teamplay, integrity, and respect. We celebrate diversity, promote inclusiveness, and are an Equal Opportunity Employer.
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