Adidas GBS CUSTOMER EXPERIENCE MANAGER 

United Kingdom, England 

362467311

Key Responsibilities:

Experience Strategy:

• Collaborate with global process owners and operations teams in a service delivery setting, by continuously planning and executing user research and service design strategies for different project needs.
• Develops consistent documentation of customer profiles, needs, requirements & processes including customer journeys.
• Develops scenarios, concepts and solutions based on business & user needs.
• Supports

User research:

• Executes generative research to find opportunities for innovation in, and enhancement of, systems, products and services.
• Design, execute and analyse quali/quantitative surveys and interviews.
• Collects and analyses data related to people’s behaviors, needs, and opinions. Supports synthesis of findings and the creation of insights, reports and presentations to inform decision making and drive actions.

• Contributes to selection of the user research approaches for projects and initiatives and plans own user research activities.
• Supports adoption of agreed approaches.
• Contributes to the development of organizational methods and standards for user research.
• Facilitates input from users and stakeholders.
• Provides constructive challenge and enables effective prioritization of requirements.
  

User experience design:

• Designs and develop users’ digital and off-line tasks, interaction and interfaces to meet agreed usability and accessibility requirements.
• Translates concepts into outputs and prototypes and captures user feedback to improve designs.
• Specifies appropriate tools, methods and design patterns.
• Evaluates alternative design options and recommends designs taking into account performance, usability and accessibility requirements.

• Interprets and follows visual design and branding guidelines to create consistent and impactful user experience.

User experience evaluation:

• Plans and performs all types of user experience evaluation to check and confirm that usability and accessibility requirements have been met.

• Facilitates both moderated and unmoderated usability tests. Evaluates prototypes or designs of systems, products or services against the agreed usability and accessibility specifications.
• Interprets and presents results of evaluations and prioritises issues.

Specialist advice:

• Has dedicated user group focus and provides in-depth user insights and customer journey expertise.
• Apply user-centric methods to create end to end user journeys or suggest improvements to existing ones.
• Formulate user insights based on research data and support evidence-based strategic decision-making.
• Explores, identifies, and details experience opportunities along the customer journey
• Interacts with and constructively challenge users, customers & stakeholder to clarify needs & solution.
• Actively monitors and identifies new relevant intelligence, best practice and knowledge within area.
• Supports in assessing capabilities (internal & external) within area.
  

Change management:

• Effectively communicate insight reports and formulate actionable steps according to findings.
• Follow-up and track improvement implementations according to user insights.
• Manage a constant user insight flow for service operations.
• Executes the change plan to deliver Communication and Learning to drive the CX mindset across GBS functions.

Learning design, development, and delivery:

• Coach stakeholders through user-centric methodologies (e.g. Design Thinking, Service Design) to improve or create new services.

• Designs, creates, customizes, and maintains learning materials and resources to deliver CX mindset and behaviors.
• Facilitates learning activities to a variety of audiences.
• Teaches, instructs, trains students/learners to develop knowledge, techniques and skills using appropriate methods, tools, online environments, equipment and materials.

Relationship management:

• Foster strong relationships with key stakeholders to ensure that their views and requirements are captured in roadmap and product backlog.
• Resilience and organization to demonstrate value of user-centric findings while creating/improving service solutions.
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.
• Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
• Helps develop and enhance customer and stakeholder relationships.
• Work closely with other product owners to ensure stakeholder requirements are captured & prioritized appropriately in their respective roadmaps.

Key Relationships:

The role reports into the head of Innovation team and impacts all management levels in GBS, ranging from the senior leadership team to operational leads & teams worldwide.

• GBS Senior Leadership Team
• GBS Operations (Porto/Dalian/NAM/Chennai/Bogotá)
• GBS Hire to Retire
• GBS Record to Report

• GBS Source to Pay
• GBS Order to Cash
• GBS Planning & Reporting
• Human Resources
• Global IT

• Customer representatives of GBS across markets and functions
• Enabling Functions teams in GBS
• Legal and Data protection
• Corporate Communications

Knowledge, Skills and Abilities:

• Analytical thinking, solution oriented, clear and structured way of working.
• Strong ability to gain understanding ofcustomers’ business processesand unmet needs, while also managing expectations and scope.
• Confidently facilitate co-creative workshop sessions for internal and external stakeholders

• Strong ability todevelop and present new ideas, concepts, approaches, and solutions.
• Experience indocumenting customer profiles& personas, customer needs and journeys.
• Practical experience withagile development and design thinking methods.
• Excellentinterpersonal skills& relations with ability to work effectively with stakeholders in complex, fast-paced organizations.
• Ability to drive CX efforts under limited guidance.

• Fluent in English both verbally and written.

Requisite Education and Experience / Minimum Qualifications:

• University degree in Design/Business/Computer Science/Information Technology or equivalent.

• Proficient practitioner of user-centric methodologies, namely: Design Thinking, Service Design, User Experience and User Research.
• Minimum 3 years of relevant work experience within the field of customer and/or User Experience / Service Design.
• Technical experience with relevant CX/UX platforms, technologies, and tools.
• Preferably 2 years of experience in shared services or Global Business Services.
• Experience in leading, developing, and coaching teams.