Service Design Manager
About Experian:
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 2017, we were named by Forbes magazine as one of the ‘World’s Most Innovative Companies’.

We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil

Position Title: Service Design Manager

Our Service Design Managers are responsible for working strategically across the EMEA CS DA & our Global Organisation designing enhanced client and partner Service Models to maximise client relationships and drive NPS.

Working throughout the client lifecycle, you will collaborate with all functions across multiple markets & business areas to design the right models, ensuring that they are engaged, aware, prepared and capable of supporting the service and ensuring all processes, documentation and KPIS are in place and financial impact is agreed and understood.

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
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.
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;
Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит от 1 - 3г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Ниво в йерархията:
Експертен персонал без ръководни функции

Мениджмънт, бизнес развитие
Населено място:
Гр. София
Цариградско шосе 115 Г, бл. Сграда Мегапарк, ет. 10, София 1784
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за ЕКСПИРИЪН БЪЛГАРИЯ ЕАД може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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