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Senior Specialist: Service Design
2 weeks ago
Role purpose:
Your responsibilities will include:
CEX Design
Design and utilise blueprinting as an approach to visualising experiences that are omni-channel, involve multiple touchpoints, or require a cross functional effort and coordination of multiple departments.
Analysis of process and services to reduce redundancies, improve the employee/customer experience, and/or converge siloed processes.Help uncover shortcomings and inefficiencies in the process and service ecosystems.
Capture what occurs internally throughout the totality of various customer journeys, giving insight to inter-departmental overlaps and dependencies.
Understand the existing supporting system of a service and design targeted improvements to that system to accommodate and/or propose enhancements.
Arrange separate interactions into rational user journeys within a service.Look for commonalities in activities across services where products could be made or enhanced.
Follow and champion the Design Thinking approach in understanding user needs and identifying omni-channel opportunities for interaction.
Create and rapidly iterate service prototypes.
Ensure Service Design CoE Stay updated on industry trends and market conditions.
Present enhanced product/process/journey design ideas to cross-functional teams and senior leadership.
Help create and govern the customer experience design principles to be utilised for all products and channels
Work closely with cross functional team to collate findings and suggest improvements.
Outline uncovered shortfalls and document standards and service patterns governing proposed enhancements.
Be the omni-channel "go-to person", in the CoE.
Must have technical / professional qualifications:
Relevant tertiary qualification (preferably in Service design / commerce, or engineering) desirable
A minimum of 5-8 years' experience in business analysis with at least 5 years in design and implementation.
A minimum of 2 years leadership experience managing cross-functional teams across a matrix organisation /Scrum master experience
Previous customer experience or operations will be an advantage
Product development experience will be an advantage
Experience:
Business analysis or process engineering, or customer experience design across people, process and technology
Agile mind-set, using an iterative and flexible approach to enable rapid delivery
Design thinking/human-centred design
Facilitation and organising work
Leadership and influencing in a matrix organisation
Preparing and presenting information to various stakeholders and C Suite executives
Closing date for Applications
:09 June 2023.
The base location for this role is,
Midrand, Vodacom Campus.
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.
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