Service Design Manager Marketing Journeys

Are you an expert in end-to-end cross-channel journeys and influencing multidisciplinary teams to orchestrate a digital ecosystem
Then keep reading and get your applicationreadywerelooking for you!

This Service Design Manager role will drive complex omnichannelmarketingjourneys across experiences and touchpoints operated by Digital Consumer Engagement (DCE). At the heart of the DCE Marketing & Orchestration team they will delivercritical business value across themarketing funnel.Collaboratingwith multidisciplinary teams to reimagine and optimize marketing-ledgrowth initiatives ensuring seamless integration of business goals user needs and feasibility. This work will directly impact strategic priorities crafting how the organization delivers value to both internal and external partners.

Responsibilities

• Discovery & Research:Plan andfacilitateuser research and discovery activities closely collaborating with performance and growth marketing leads audience teams productleadsand other diverse partners to uncover needs painpointsand opportunities.

• Journey Mapping & Blueprinting:Lead the mapping of as-is and to-be user journeys and service blueprints translating complex insights into visual tools to inform strategic direction.

• Strategic Decision Support:Conduct strategic framing sessionscocreationworkshops and design sprints. Connect short and medium-term ecosystemneeds tolong-term user lifecycle visions bringing structure and clarity to ambiguous and/or complex challenges.

• Storytelling & Advocacy:Translate insights into compelling narratives and visualizations to build empathy articulate journey improvements and champion the impact of service design across the organization.

• Cross-functional Collaboration:Partner with internal and external teams to interpret needs lead expectations and drive consensus on growth opportunities as well as ensure cross-business alignment on mapping and service blueprints.

• Mentoring & Leadership:Mentor and coach members of the DCE Marketing and Orchestration team to ensure consistency and quality across campaigns and touchpoints.Connect with expertise across the business for sharper integration.

Requirements

• A seasoned Service Design manager with a proventrack recordof delivering results and leading complex cross-functional initiatives.

• Technical expert in service design user experience userresearchand cross-functional facilitation.

• Proficiencyin mapping and managing multi-level journeys and processes as well as consolidating data-informed narratives into visual artifacts.

• Outstanding people skills and a great communicator who can bring teams together and influence strategic decisions.

• Strong analytical and systems thinking with a sharp eye foridentifyingactionable insights andprioritisingeffort.

• Natural collaborator who can deliver in a complex matrixed organization and operate in a cross-functional environment.

• Sense maker: someone who can easily understand different points of view fromdifferent partsof the business and craft a cohesive narrative that connects it all together considering shared benefits and risks.