Service Designer

hace 22 horas

Panama Liberty Latin America A tiempo completo

**Job Description What's the role**: This position will be responsible for developing the CX strategy by designing an end-to-end journey of service, generating the business understanding of our current CX to develop a data-driven process to transform the digital customer journey across all operations. What you'll do: Shape the Digital Customer Journey roadmap for a cross-functional development.Design and lead the user-centered design process, working closely with UX/UI, Research, Technology, Local Teams, and Product Owners from the Journey conception, design, and development phases.Planning and executing customer insight research, including primary and secondary research, persona development, and proposing an ad-hoc methodology to develop CX Mapping workshops.Map the current Customer Journey across all markets.Design digital end-to-end customer journeys for products and services in an Agile environment, using available resources to prototype services and validate ideas.Develop and document a profound understanding of the similarities and differences of each operation’s journeys.Provide clear Customer Journey strategic data-driven direction focus on Digital.Align the customer journey strategy across all operations to maximize impact on our customers.Deliver insight-based clear guidelines to design the future state digital customer journeys for all LLA operations.Develop best practices analysis, competitor benchmarks, and CX maturity models within the organization.Interact with product, operation, and client teams to gather data and align their needs.Identify pain points across the Customer Journey.Ensure business objectives are in place around any iteration of the customer journey.Creates service blueprints of the future state Digital Customer Journey.Planning and executing workshops through the region, as well as remotely. Knowledge and Experience: 2-3 years working in consultancy and experience with CX, Service Design, or related.Graduate-level (bachelor or higher) degree in Business, Economics, Marketing, Design or other related fields.English level B1+Specific Knowledge & Experience: Customer empathy to translate user feedback into actions and impactsA balanced focus on business results with consumer desirability to drive teams toward creative and innovative solutionsAbility to work with an approach of Design Thinking, Design Driven and Customer-CentricLeadership to motivate teammates to build fantastic customer experience.Strong analytical thinking skills and ability to influence others.Knowledge of leveraging data to make business casesDeep understanding and experience of service industries organizationsExperience and ability to drive change through influenceStrong written and verbal communication skills, ability to form strong business relationships across all functionsFirm Grasp of Digital ways of working and the Digitalization OpportunitiesTimeliness in all actions with quality consciousness towards services received and providedEffectively gathers information, structures clear reasons for decisions, and leads debate where requiredWorks collaboratively with stakeholders and team members to deliver the best results for the customer and to remove barriers to executionDemonstrates the importance of data-driven analysis and the ability to articulate in a meaningful way for the teamSkills & Abilities: Innovates with a customer focus.Planning and executing collaborative workshops.Entrepreneurial Drive for Results.Works across our matrix/footprint to achieve the best outcome for the business, our customers, employees, and shareholders.Multi-industry knowledge with an ability to leverage knowledge from other industries such as Banking to innovate on LLA’s digital approach. Knowledge of telecommunications, ISP & Broadcast industry is a plus.Ability to lead at scale across multiple priorities, continually innovating and creating new opportunities to deliver greater efficiency.Required critical competencies and behaviors: Accountable for the delivery of customer journeys.Accountable for managing key Stakeholder expectations and communications.Accountable for ensuring that critical business relationships are identified, developed, and regularly maintained proactively to support business performance and communications.Strong interpersonal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touchpoint.Accountable for ensuring their performance and habitually reviews working practices and performance intending to improve processes, procedures, and general levels of service, ultimately engendering a “continuous improvement” culture resulting in enhanced customer experience.Ensure the production, measurement, and achievement of meaningful key performance indicators to drive performance across their squad.Accountable for ensuring that the required Status reporting is provided to the timetable and timescales required.Displays Energy an

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