JOB TITLE SERVICE DESIGN SENIOR SPECIALIST

Job Title Service Design Senior Specialist - The latter is keyFor the role which demands great ability to interact with different stakeholders- Creating with customers andInternal areas, framing project objectives, scoping for activities, and executingService Design workstreams occurring for various projects at the same time. Thus,A solid ability to prioritize work is a must to fulfill project deadlines inAgreement with Project Owners and Sponsors. The CX Service Design Sr Specialist Service Designer is also a pivotal positionFor GMF to become a customerRocesses while making connections to customer pains, needs and expectationsAffected by them. They are savvy users of Customer Journeys, Personas, ServiceBlueprints among other tools which combined with empathetic research techniquesAllow them to create and orient customer- Centered solutions together withDifferent areas of the business. This is your opportunity to be part of a teamThat is creating positive impact for our customers by creating products andErvices that people love. **Responsibilities**:Integrate and maintain the standards, framework, approach, and routines of DesignThinking to new and renewed products, services, and experience design in GMF IO. Quantitative and qualitative research methods, execution, synthesis, publishingAnd cataloging of research into repository to deeply understand customer/userEhavior, pain points, and desires, driving visibility and integration of outcomesTo 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 andRoject 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, andExperience understanding, design, delivery, and measurement. Design Target Operating Models for new products and services based on a thoroughUnderstanding of value propositions, moments that matter, jobs- To- E- Done, keyCustomer- Facing touchpoints, internal processes, and systems ensuring a holisticConnection of all components driving the customer experience design. Provide data and empathy- Oriented, compelling recommendations through variousCales of GMF IO and PMO projects around experience improvements and new productAnd 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 toHare understanding of current and potential customers to drive service designAsed on customer understanding. Drive service design testing, including visual conceptualization to share withTakeholders and customers for feedback for continuous refinements. Maintain strict Confidentiality of all informationPeriodic travel within IO markets will be required. **Qualifications**:Minimum of 3+ years experience designing complex service design systems forRojects of various scale and scope. Bachelor- Degree in a Design related field or Business Administration. CERTIFICATION IN SERVICE DESIGN, BUSINESS DESIGN OR A RELATED DESIGN DISCIPLINES:Business Administration, Marketing, Business Analytics Research Methodology,Industrial Design, Service Design etc. 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 sectorsbanking, utilities, etc. . Proven experience managing, leading, mentoring and coordinating multifunctionalAnd/or multicultural teams or individuals. Familiarity with customer- Centered performance measurements and standards ofUccess. Experience and demonstrated proficiency facilitating user empathy- Ased customerResearch, service prototyping and usability testing. Experience and demonstrated proficiency to interpret, investigate, and utilizeQuantitative and qualitative customer and operational data to drive positiveChange. Journey mapping, service blueprinting, persona development, and interaction designRoficiency with relevant tools. Excellent portfolio showcasing design solutions and strategic approaches. Demonstrated skill to coach, influence and lead working teams in Agile and LeanRactices, determining the right approach for the team to take and evaluating thisThrough the life of a project. Adjusting to new and innovative ways of working toAchieve the right outcomes, acting as a recognized expert and advocate for theApproaches, continuously reflecting and challenging the team. Skilled in mediating between people to mend relationships, communicate withTakeholders at all levels, manage stakeholder expectations and moderateDiscussions about risk and complexity, even within constrained timescales. AnAdvocate that can speak on behalf of and represent the target customers, alongWith required business acumen and sensibility. Excellent at collaborating in a group, actively networking with others. Able toAdapt to feedback to ensure it is effective and lasting, while proactivelyIdentifying problems or issues in the team dynamic and rectifying them throughTrong routines to monitor. Expert skill in designing systems for use across multiple services throughEvidence and context- Ased, human- Centered design and can identify the simplestAnd most effective of a variety of approaches. Highly skillful executing strategy for the whole organization, marrying businessEeds with innovative analysis and customer focus. Ability to make and justifyDecisions characterized by high levels of risk, impact and complexity by buildingConsensus between highly diverse stakeholders. Ability to solve and unblock issues between teams or departments at the highestLevel, understanding the psychology of a team and have proficient mediationKills. Able to facilitate and coach stakeholders on team dynamics and conflictResolution. Ability to make and justify decisions characterized by high levels of risk,Impact, and complexity. Able to build consensus between highly diverseRoportion to the risk in question. Expert skill in the use a variety of prototyping methods, from low to highFidelity, while sharing best practices and coaching others. Demonstrated experience in meeting the needs of customers and users across aVariety of channels, bringing insight and expertise in customer and user needs andExpectations to ensure theyThinking to provide the best service for the customer. Ability to work with and challenge senior stakeholders, prioritizing andMitigating constraints to turn them into an advantage, adapting approach asRequired. Ability to work both remotely and in a local GM Financial Office HybridEnvironment. Multi- Lingual required. Estamos atuando Confidential modelo híbrido Confidential idas ao escritório em média duas vezes naEmana. ConfidentialÇO:Avenida Indianópolis, 3096 | Planalto Paulista. DisclaimerBrazil - GM Financial is an Equal Opportunity Employer and is committed toDiversity and inclusion at every level of our organization. We do not discriminateAgainst any applicant or employee based on race, color, age, gender, maritalTatus, national origin, religion, sexual orientation, gender identity, veteranTatus or disability. Need help finding the right jobWe can recommend jobs specifically for you! Click here to get started. Back to search listings