Descrição

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• Profile:
• Strategic and out-of-the-box thinking.
• Proven User Experience, Service Design, Stakeholder Management, Change Management, and Communications Management skills.
• Customer Success orientation.
• Good understanding of "every" IT service (empathy rather than technical skills), on an architectural level.
• Ability to work in a fast-paced environment.
• Ability to work effectively across a global multicultural and multilingual team.
• Ability to communicate effectively to all end-user levels as well as top management.
• Native-speaker level command of English with excellent presentation, writing, and translation skills.

• Activities:
• Conduct activities in the areas of IT Service Design, User Engagement & User Experience Management and tools, in its service lifecycle.
• Support ongoing UX projects of the IT UX team.
• Collaborate with IT Value Center Management & other User Engagement teams around the world, businesses, and regions, aiming to understand the end-to-end value chain (IT service End-User), collecting feedback and input from and towards the end users.
• Define deployment strategies for IT project & service roll out (creating awareness, informing, engaging, and enabling end-users).
• Create open communication channels to guarantee:
• that there is a bi-directional feedback loop between relevant IT Service Owners/Project Managers/Product Owners, IT users worldwide, having IT UX team as the platform;
• feedback collection together with end-users as well as the key-user community to track the impact of the application/service across the organization.
• Focus on IT Customer and User Satisfaction:
• Measurement and establishment of regular reporting of all user-related activities;
• Follow-up with service owners.
• Conduct activities in the areas of User Experience management:
• Design Thinking / Focus group sessions with end users;
• Compile feedback and incorporate it in IT UX offer, but also in IT Service Design.
• Benchmarking (finding latest trends in IT) and create a network.
• Change Management activities:
• Support to the enablement of IT employees, by providing conceptual and hands-on training and info-sessions;
• Development of UX related content, such as articles, posts, slide-decks, etc., to generate awareness on the importance of UX being applied to IT service design.

• We offer:
• Personal accompaniment focused on Career Management.
• Continuous and personalized Training and Certification through our own Learning Center.
• Solidity.
• Trust and Growth.
• Competitive salary package with benefits.
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