$ads={1}
- One of the world's largest travel groups
- Looking for an experienced CX Lead/Service Designer
About Our Client
The client is one of the world's largest travel groups with a vast leisure and corporate travel sales network that extends throughout four major regions: Australia and New Zealand, The Americas (specifically the United States, Canada and Mexico), EMEA and Asia
In addition, The client's global corporate travel management network extends to about 90 other countries through strategic licensing agreements with independent local operators.
Job Description
- Lead all elements of the Service design methodology (Discover, design, develop, deliver) to support the business in adopting a omnichannel approach to GTM across B2B and B2C.
- Facilitate the business in designing end to end user journeys for our owned journeys
- Lead CX design workshops with external customer & internal customers such as account teams, Category, IT, field, Customers - including up to Director/MD level as appropriate
- Define and hold to account the sales, service and digital functions for the execution of their elements of the journey based on clearly defined criteria
- Define success criteria and metrics for all elements of the target customer journeys
- Bring to life the target customer experience, in a digestible manner for peers and exec management alike - presenting this for sign off at relevant forums (Stakeholder Show and Tells)
- This is implementing service design methodology and user-centered thinking from scratch into various workflows so we need someone with the resilience and love of design to support us on various projects.
The Successful Applicant
Competency
DescriptionStrategy
- Ability to define, communicate and delivery strategiesChange Management Design
- Be clear on the need for change and benefits. Can use data to create a case for changeProcess Driven
- Where appropriate design processes across various systems and teamsKnowledge of industry chat servicing capabilities
·Own and design chat experience to drive product improvements and business growthSolution architecture·Desire to solve problems for the business and customers. Provides technical guidance and governance on solution development and integrationSystems design·Models, simulates or prototypes the behaviour of proposed system components to enable approval by stakeholders
What's on Offer
Competitive Salary & Bonus Package
$ads={2}
