The Service Design Specialist is responsible for implementing the framework and tools that drive the integration among the different areas of the business that collaborate to drive a customer-focused and experience-driven culture across GMF IO. This position is key to the consolidation and alignment of the GMF IO Voice of Customer data, and Customer Journey Maps, using service design principles set by the company to deliver better customer experiences. In addition, this role is key to setting the guidelines to become a customer-centric company, bringing all stakeholders for service co-creation, leading the visualization of the sequence of interrelated actions and intangible services.
The Service Design Specialist will partner with assigned functional leadership and CX leaders to identify, prioritize and execute customer-centered Service Design, Business Process Management, Business Process Improvement, Innovation and Cultural Change projects within their area of responsibility. This position will deploy the SD & PE program by design and executing: Project Portfolio Management, Customer-Centered improvement projects through BPI and Service Design methodologies, BPM implementation, BPI Program management, training of staff, communications and strategic initiatives for continuous improvement and cultural change.
Lastly, it serves as a change agent, problem solver, facilitator, project manager and coach to drive a new customer-centric culture. It is also considered a vital resource to executing process improvement projects on behalf of the organization, thus business acumen will count among one of the key requirements to develop and actively apply while leading by example.
Some travel will be required
Certifications or special training required:
Desired Skills & Knowledge