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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