Service Design Manager

Описание

Company Description

We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.



We also help people to check their credit report and credit score, and protect against identity theft. In 2019, for the fifth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”



We employ approximately 17,000 people in 44 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.



At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.

Job Description
· It is essential that our Service Design Managers work collaboratively across the markets and region to enhance, improve and grow service for our top strategic client base which represents c60% of the EMEA revenue.
· Responsible for leading early engagement, designing, developing and selling service packages aligned to our service strategy, the needs of our clients and those of our business, working with all service and support areas, sales and pre-sales, product, delivery, resource planning and finance.
· Responsible for building excellent stakeholder relationships with all areas of the business to enhance overall client satisfaction and drive service strategy.
· Responsible for leading regular Client reviews driving improvements and identifying opportunities to enhance the customer experience across the end to end customer journey
· Leading and coordinating regular internal meetings to assess status of support and prospect future opportunities and renewals and ensuring Service is reviewed and enhanced as required to secure the business
· Continuously review Service for Experian clients and evolving service design to maximise renewals, growth opportunities and improving the overall customer experience.
· Responsible for ensuring outcomes, ensuring that relevant business areas take responsibility for their functional actions and customer experience journeys.
· Responsible for pro-actively working with the product and partner teams to design and develop support models in line with service strategy and client needs, working closely with the Service Transition teams to enable smooth handovers.
· Responsible for owning the Brilliant Basics and Service Enhancements model to develop this in line with Clients needs and Service Strategy, working across all areas to embed this operationally from Presales through to support. You will help design and develop SE modules and align new products to the SLA’s to enable them to be taken to market and proactively identify and drive improvements.
· Taking part in Monthly Market Reviews
· Creating and managing a Service Design Dashboard and KPIS to reflect performance against targets and strategy
· Creating, Managing and improving the Customer SLA documentation, creating collateral with our marketing team
· Creating and managing a user-friendly repository for Service Design process, collateral and Client documents
· Responsible for Proactive Continuous Service Improvements across all aspects of Service Design
· Building strong Stakeholder and client relationships across all customer journey touch points and at all levels.
· Supporting pre-sales & sales teams throughout the client life cycle designing and positioning service packages to exceed client requirements
· Understanding of business drivers and objectives to enable challenges to be addressed and successfully align activities to business needs, flexing as needed
· Responsible for providing support, management cover within Customer Services and other activities as deemed necessary by the Head of Customer Services and Operations.

Qualifications
· Extensive knowledge in service operations with Service Design planning and support
· Focused on the Client experience and delivering the best for our Clients and the Organisation
· Ability to managing change and work calmly under pressure
· Ability to work across multiple disciplines and areas to deliver outcomes
· Demonstrable background in delivering process efficiencies
· Excellent planning, communication and negotiation skills
· Experience of working across multiple countries and cultures
· Educated to degree level or similar
· ITIL v3 Foundation qualification
· Ability to Influence at all levels to drive outcomes and customer centric focus
· Ability to communicate effectively with strong EI
· Collaborative approach taking responsibility for outcomes

Additional Information
· Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books
· Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time
· Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme
· Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events
· Opportunity for Flexible working hours and Home Office

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

Цариградско шосе 115 Г, бл. Сграда Мегапарк, ет. 10, София 1784

Дата:

06.01.2022

Организация:

ЕКСПИРИЪН БЪЛГАРИЯ ЕАД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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