Manager GBS DE Customer Experience

Position: User Experience Strategist

Global Business Services (GBS) designs, builds, and operates consistent end-to-end business solutions for Adidas, delivering services in various areas such as finance, non-trade procurement, and human resources. This focus drives operating efficiency, enhances customer experience, increases company agility and decision-making, and ensures compliance and control. GBS is enabled through consistent end-to-end processes, globally consistent governance of solutions and services, state-of-the-art technology, creativity, and continuous improvement.

Purpose:

The purpose of this position is to drive a seamless customer experience, ensuring every user interaction with GBS digital touchpoints is valuable, consistent, and user-friendly. Additionally, this role acts as a user advocate through structured methodologies and tools to define experience improvements.

Key Responsibilities:

Experience Strategy:

• Collaborate with global process owners and operations teams in a service delivery setting, continuously planning and executing user research and service design strategies for different project needs.
• Develop consistent documentation of customer profiles, needs, requirements, and processes including customer journeys.
• Develop scenarios, concepts, and solutions based on business and user needs.
• Support development of ways of working related to customer experience including processes, tools, and competences needed to secure capabilities.

User Research:

• Execute generative research to find opportunities for innovation in systems, products, and services.
• Design, execute, and analyze qualitative/quantitative surveys and interviews.
• Collect and analyze data related to people’s behaviors, needs, and opinions. Support synthesis of findings and the creation of insights, reports, and presentations to inform decision-making.
• Contribute to the selection of user research approaches for projects and initiatives and plan own user research activities.
• Support the adoption of agreed approaches and contribute to the development of organizational methods and standards for user research.

User Experience Design:

• Design and develop users’ digital and offline tasks, interaction, and interfaces to meet agreed usability and accessibility requirements.
• Translate concepts into outputs and prototypes and capture user feedback to improve designs.
• Specify appropriate tools, methods, and design patterns.
• Evaluate alternative design options and recommend designs considering performance, usability, and accessibility requirements.

Interpret and follow visual design and branding guidelines to create consistent and impactful user experiences.

User Experience Evaluation:

Plan and perform all types of user experience evaluation to confirm that usability and accessibility requirements have been met.

• Facilitate both moderated and unmoderated usability tests. Evaluate prototypes or designs of systems, products, or services against agreed usability and accessibility specifications.
• Interpret and present results of evaluations and prioritize issues.

Specialist Advice:

• Provide dedicated user group focus with 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.
• Explore, identify, and detail experience opportunities along the customer journey.
• Interact with and constructively challenge users, customers, and stakeholders to clarify needs and solutions.
• Actively monitor and identify new intelligence, best practices, and knowledge within the area.
• Support in assessing capabilities (internal & external) within the area.

Change Management:

• Communicate insight reports effectively and formulate actionable steps based on findings.
• Follow-up and track improvement implementations according to user insights.
• Manage a constant user insight flow for service operations.
• Execute 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.

• Design, create, customize, and maintain learning materials and resources to deliver a CX mindset and behaviors.
• Facilitate learning activities for a variety of audiences.
• Teach, instruct, and train 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 their views and requirements are captured in the roadmap and product backlog.
• Demonstrate resilience and organization to showcase the value of user-centric findings while creating/improving service solutions.
• Deal with problems and issues, managing resolutions, corrective actions, lessons learned, and the dissemination of relevant information.
• Collect and use feedback from customers and stakeholders to measure the effectiveness of stakeholder management.
• Help develop and enhance customer and stakeholder relationships.
• Work closely with other product owners to ensure stakeholder requirements are captured and prioritized appropriately in their respective roadmaps.

Knowledge, Skills, and Abilities:

• Analytical thinking, solution-oriented, with a clear and structured way of working.
• Strong ability to gain understanding of customers’ business processes and unmet needs while managing expectations and scope.
• Confidently facilitate co-creative workshop sessions for internal and external stakeholders.
• Strong ability to develop and present new ideas, concepts, approaches, and solutions.
• Experience in documenting customer profiles & personas, customer needs, and journeys.
• Practical experience with agile development and design thinking methods.
• Excellent interpersonal skills & relations with the ability to work effectively with stakeholders in complex, fast-paced organizations.
• Ability to drive CX efforts with limited guidance.

Fluent in English both verbally and written.

Education and Experience:

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

• Proficient practitioner of user-centric methodologies including Design Thinking, Service Design, and User Research.
• Minimum of 3 years of relevant work experience within the field of customer and/or user experience.
• 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.