Gbs Customer Experience Manager - Service Design & Ux Viseu

Gbs Customer Experience Manager - Service Design & Ux
Viseu
Viseu, Viseu District, Portugal

GBS Customer Experience Manager - Service Design & UX

Position / Title:

GBS Customer Experience Manager – Service Design / User Research

Global Business Services (GBS) designs, builds, and operates consistent
-
- end business solutions for adidas, delivering services in finance,
- trade procurement, and human resources. This drives operating efficiency, improves customer experience, enhances company agility and
- making, and ensures compliance and control through consistent processes, strong governance,
-
-
- art technology, creativity, and continuous improvement.

Purpose:

This position aims to create a seamless customer experience, making every interaction with GBS digital touchpoints more valuable, consistent, and
- friendly. The professional acts as a user advocate, employing structured methodologies and tools to define and implement experience improvements.

Key Responsibilities:

Experience Strategy:

• Collaborate with global process owners and operations teams to plan and execute user research and service design strategies for various projects.
• Document customer profiles, needs, requirements, and processes, including customer journeys.
• Develop scenarios, concepts, and solutions based on business and user needs.
• Support the development of customer
  - related processes, tools, and competencies.

User Research:

• Conduct generative research to identify opportunities for system, product, and service enhancements.
• Design, execute, and analyze qualitative and quantitative surveys and interviews.
• Collect and analyze data on behaviors, needs, and opinions;
  
  
  
  synthesize findings into insights, reports, and presentations.
• Contribute to selecting research approaches and planning activities.
• Support the adoption of research methodologies and develop organizational standards.
• Facilitate stakeholder input and provide constructive feedback to prioritize requirements.

User Experience Design and Evaluation:

• Design and develop user interfaces and interactions that meet usability and accessibility standards.
• Create prototypes, gather user feedback, and refine designs.
• Evaluate prototypes and designs through usability testing, interpret results, and recommend improvements.

Specialist Advice and Change Management:

• Provide
  - depth user insights and expertise on customer journeys.
• Apply
  - centric methods to improve or create user journeys and support strategic
  - making.
• Monitor and identify new best practices and knowledge areas.
• Communicate insights, track improvements, and execute change plans to embed a CX mindset.

Learning and Relationship Management:

• Coach stakeholders on
  - centric methodologies and design thinking.
• Develop and deliver learning materials and facilitate training activities.
• Build and maintain relationships with stakeholders, ensuring their needs are integrated into roadmaps and backlogs.

Key Relationships:

The role reports to the head of Innovation and impacts all levels within GBS, including senior leadership and operational teams worldwide.

- Collaborates with GBS functions such as Hire to Retire, Record to Report, Source to Pay, Order to Cash, Planning & Reporting, Human Resources, Global IT, and others.

Knowledge, Skills, and Abilities:

• Analytical,
  - oriented, and
  - structured working style.
• Strong understanding of business processes and unmet needs.
• Facilitation skills for
  - creative workshops.
• Ability to develop and present new ideas and concepts.
• Experience documenting customer profiles, needs, and journeys.
• Practical experience with agile and design thinking methodologies.
• Excellent interpersonal skills for working in complex,
  - paced environments.
• Fluent in English, both verbal and written.

Qualifications:

• University degree in Design, Business, Computer Science, or related field.
• Proficiency in
  - centric methodologies and tools.
• Minimum 3 years of relevant experience in customer/User Experience or Service Design.
• Technical experience with CX/UX platforms and tools.
• Preferably 2 years in shared services or GBS.
• Experience leading and coaching teams.

Our Culture:

At adidas, we foster a winning culture built on mental strength, embodying behaviors like courage, ownership, innovation, teamplay, integrity, and respect. We celebrate diversity, promote inclusiveness, and are an Equal Opportunity Employer.

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