Service Design Owner

1 miesiąc temu

Wrocław, Województwo dolnośląskie, Polska Smith+Nephew Pełny etat

Unlock the full potential of Service HUB with our Service Design Owner role.

As a key member of our Customer Experience and Service Management function, you will be responsible for designing global business services and user experiences that exceed stakeholder and end-user expectations.

Key responsibilities include:

  • Mapping service offerings on the Service HUB portal to ensure ease of use and navigation.
  • Designing user-centric taxonomies that balance business needs with user navigational requirements.
  • Enhancing the customer journey on the platform to improve user experience.
  • Collaborating with functional representatives to develop efficient, effective, and intuitive customer experiences.
  • Coordinating and coaching Process Champions within GBS support functions to promote design-thinking and the Service Management shift-left strategy.
  • Creating and owning GBS Service Management process-related documents to guide and coach GBS leadership and service delivery stakeholders on best practices.

Requirements include:

  • Extensive experience in Service Design, Service Request Management processes, and customer experience/service delivery.
  • Proven track record in defining, re-engineering, and improving customer journey processes.
  • Proficiency in customer experience techniques, working directly with business stakeholders, service owners, and building communities of practice.
  • Strong familiarity with Service Management toolsets and portals, with a preference for ServiceNow experience.
  • Comprehensive understanding of end-to-end business processes and cross-system inter-relations in a global business context.
  • High levels of empathy and interpersonal skills, to help negotiate priorities and to resolve queries and issues related to the project or work area.
  • Ability to work effectively within specific project deadlines.

At Smith+Nephew, we believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

We offer a range of benefits, including annual bonus, life insurance, company stock saving plan, paid volunteering hours, flexible approach, private health care with dental care package, multisport card/my benefit platform, and possibility of working in a hybrid model.

We also offer training and development opportunities, including Hands-On, Team-Customized, subsidies for language classes, certifications, and postgraduate studies.

Join our community of like-minded professionals who share our passion for creating a better future for all.

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