Process Excellence - Service Design Specialist

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.

1. Work with interdisciplinary teams that include customers, employees, management and other stakeholders involved in service design and service provisioning to document and share understanding of current and potential customers to drive service design
2. Execute practices to identify customer needs, sentiment, motivations, expectations, the service provider's processes and constraints
3. Create and maintain graphical representations of the GMF IO Customer Journey Maps and provide shared structure to intangible services
4. Drive service design testing, including visual conceptualization to share with stakeholders and customers for feedback for continuous refinements
5. Generate and develop service solutions based on the identified problems and in-depth insights based on an iterative service design process
6. Drive improvements on the customer experience delivery while managing the connection of all components that take part through identified intangible elements, based on directives from the  Customer Advocacy Council
7. Work along with the Customer Experience team to guarantee consistent service concept formulation, understanding, measurement and delivery
8. Execute the implementation of communication strategies for stakeholders, employees, providers and customers
9. Drive the implementation process for new service and renewed service design activities
10. Drive successful integration into a customer-centric way of delivering change, liaising with GMF NA and CX IO to ensure comprehensive and coherent strategies are developed through the CX team
11. Maintain strict confidentiality of all information

Some travel will be required 

Minimum Qualifications

Education level:

• Bachelor’s degree (minimum), desirable Industrial Design
• Master’s degree is a plus

Certifications or special training required: 

• Proven experience and exposure to:

• Design practices (graphic, service, product, interaction, social, ethnography or operational)
• User experience and customer experience initiatives
• project management and change management initiatives

• Lean Six Sigma Master Black Belt, Black Belt or Green Belt certification (BB certification preferred)
• Training/certification/studies/experience or exposure to:
• Lean Principles, Six Sigma, Lean Six Sigma
• Process Quality, Process Mapping, Process Improvement
• Change Management
• Project Management   
• Innovation and Techniques and tools

Desired Skills & Knowledge

• Experience and exposure to Service Design tools and principles, such as:

• Visualization tools

• Stakeholder and Expectation maps
• Customer Journey Maps and Customer Lifecycle Maps
• Service Blueprints
• Ethnography
• Persona Development

• Data & analysis

• Service Safaris
• Shadowing/mystery shopping
• Focus groups/contextual interviews
• Five whys
• Cultural probes

• Idea generation & brainstorming techniques

• Business Model Canvas
• Design & Methodologies
• Service prototyping
• Agile development
• Co-Creation

• Experience in the service industry is required leading product and service design initiatives
• Proven experience managing, leading, mentoring and coordinating multifunctional and/or multicultural teams or individuals
• At least two (2) years Financial Services experience or quality related experience desired. Experience in Service Organizations is highly preferred, but Manufacturing; Health Care, Government, Military and other industries exposure are a plus.
• Experience in Lean Six Sigma or participation in BPI projects
• Exposure to statistical software (desired)
• Consultative, influencing, conflict management and negotiation skills.
• Ability to deliver on multiple projects while under heavy deadlines and constantly changing priorities.
• Outstanding oral, written and presentation skills; ability to communicate to individuals and groups effortlessly, including consultative, influencing, conflict management and negotiation skills
• Outstanding organizational skills, ability to create and maintain work relationships. Demonstrated interpersonal skills in order to effectively communicate with project teams and stakeholders
• Strong analytic and problem solving skill set
• Strong change agent and change management skill set
• Strong training and mentoring capabilities
• Strong Time Management skills