Service Design Lead

1 dzień temu

Wrocław, Województwo dolnośląskie, Polska Smith+Nephew Pełny etat
Unlock Your Potential at Smith+Nephew

At Smith+Nephew, we're committed to creating life-changing technologies that empower people to live their best lives. As a Service & UX Design Owner, you'll play a pivotal role in shaping the user experience on our Service HUB platform.

Key Responsibilities:
  • Drive Service Management best practices by mapping service offerings on the Service HUB portal, ensuring seamless navigation and user experience.
  • Design user-centric taxonomies that balance business needs with user navigational requirements.
  • Enhance the customer journey on the platform to improve user experience through tools like WalkMe.
  • Collaborate with functional representatives to develop efficient, effective, and intuitive customer experiences for GBS services.
  • Coordinate and coach Process Champions within GBS support functions to promote design-thinking and the Service Management shift-left strategy.
  • Create and own GBS Service Management process-related documents to guide and coach GBS leadership and service delivery stakeholders on best practices.
What We're Looking For:
  • 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.
Why Join Us?

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. We're committed to Welcoming, Celebrating, and Thriving on Diversity. Learn more about our Employee Inclusion Groups on our website.

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, possibility of working in a hybrid model, Hands-On, Team-Customized, subsidies for language classes, certifications, and postgraduate studies, referral bonus, recognition program, and mentoring program.

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