#ACN GN - SONG -Service – CX Service Design– Manager
Job Title - GN - SONG - Service - CX - Service Design – Manager
Management Level : 07 – Manager
Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad
Must have skills: Designing and implementing customer experience solutions or operational excellence in front and back-office space
Job Summary:
As part of the team, you will work on transformative engagement driven by key offerings like Marketing Transformation, Connected Commerce and Advanced Customer Engagement. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.
Roles & Responsibilities:
• Lead and contribute to engagements around the design and implementation of innovative service strategies across various industries, focusing on enhancing customer value and operational efficiency.
• Design and orchestrate seamless and efficient service delivery models, leveraging technology and human-centered design principles.
• Conduct in-depth market research and competitive analysis to identify emerging trends and best practices in service design.
• Collaborate with cross-functional teams (e.g., technology, operations, product development, client business functions) to develop and implement service design solutions.
• Develop and implement customer journey maps, identifying key touchpoints, pain points, and opportunities for improvement.
• Develop and present compelling proposals and presentations to clients, articulating the value proposition of service design solutions.
• Manage project timelines, budgets, and resources effectively, ensuring project deliverables are met on time and within scope.
• Stay abreast of the latest advancements in service design methodologies, technologies, and industry best practices and demonstrate though leadership
Professional & Technical Skills:
• Proven experience in service design, customer experience management, or a related field.
• Strong understanding of service design methodologies, including journey mapping, service blueprinting, and design thinking.
• Experience in conducting user research, data analysis, and competitive analysis.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving skills with the ability to think strategically and creatively.
• Experience working in a fast-paced, client-facing environment.
• Proficiency in relevant software tools (e.g., design software, data analysis tools)
• Proficiency in assessing UI/UX
- Deep understanding of specific industries preferred (e.g., financial services, healthcare, telecommunications, retail) and their unique service challenges and opportunities.
- Familiarity with technology trends and emerging technologies (e.g., AI, IoT, blockchain, cloud computing) and their potential impact on service delivery.
- Awareness of relevant regulations and compliance requirements related to service delivery in different industries.
Additional Information:
• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.
Experience: • 8+ years of experience in working with service design solutions – designing and implementing customer experience solutions or operational excellence in front and back-office space
• 4+ years of project management experience and consulting experience
Educational Qualification: MBA from a tier 1 institute
Gurugram
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