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Job Description
Structured overview of role & requirementsAbout This Role
Design, develop, and continuously improve end-to-end customer journeys across Service Line partnerships within GBS and beyond.
Develop and evolve Customer Journey Mapping strategy, standards, tools, and best practices.
Analyze customer experience data and collaborate with stakeholders to translate insights into actionable improvements.
Minimum Requirements
Strong knowledge of Customer Experience (CX) methodologies.
Experience in Experience Design, Marketing, or Research-related education.
English proficiency at C1/C2 level.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in collaborating closely with diverse stakeholders including designers, researchers, and developers.
Comfortable facilitating workshops, interviews, and focus groups to gather qualitative and quantitative customer insights.
Familiarity with service design processes and preferably experience in Service Management or IT Service environments.