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Service Design Senior Specialist
hace 2 semanas
Why GMF?:
GM Financial International Operations conducts business in Latin America and China. International Operations offers a wide range of wholesale and retail automotive financing products to dealers and their customers. The strength of the international business lies in its ability to tailor its products to meet unique dealer needs, consumer preferences and national requirements in local markets. Latin American country operations include Brazil, Chile, Colombia, Mexico, and Peru.
About the role:
The **Service Design Senior Specialist** (Service Designer) is responsible for the development and implementation of human-centered service experiences. This role integrates **Design Thinking** principles to solve customer problems, enhance experiences, and design new, customer-centered products and services. The Service Designer adeptly analyzes and synthesizes data from various sources, generating key insights and delivering impactful results, all while adhering to our assets governance.
The Service Designer must set high standards of performance, maintain effectiveness during major changes, have ability to prioritize work, establish plans of execution, while setting the tone to incorporate the Design Thinking mindset into the organization. Passion for creating positive impacts for customers is essential.
What you need:
- Educational Background: Bachelor’s Degree in Business Administration, Marketing, Management Information Systems (MIS), Research Methodology, Industrial Design, etc.
- Performance Standards: Demonstrated ability to set and maintain performance standards across service design projects, aligning efforts with organizational goals.
- Project Management: Strong track record in project management, including developing and executing plans that prioritize tasks for timely project completion.
- Research: Proficiency in facilitating user empathy-based customer research, service prototyping, and usability testing.
- Data Utilization: Expertise in interpreting, investigating, and utilizing quantitative and qualitative customer and operational data to drive customer-centered service solutions.
- Service Design: Proven ability in creating, delivering, and using journey mapping, service blueprinting, persona development, empathy mapping, and identifying customer pain-gain points.
- Team Leadership: Experience leading multifunctional and/or multicultural teams or individuals without formal authority.
- VoC Standards: Familiarity with Voice of the Customer (VoC) performance measurements and standards.
- Agile Design: Comfort with designing within an agile product/service design lifecycle.
- Customer-Centric Design and Industry Knowledge:
- Comprehensive understanding of the importance of customer-centered product, services, and experience design.
- Demonstrated ability to guide team members and stakeholders through a design thinking approach.
- Desirable knowledge in financial services and automotive-retail sectors.
- Knowledge of internal service design practices within a regulated corporate setting.
- Technical Proficiency and Analytics:
- Proficiency in design tools (Desirable in Adobe XD, Figma, or Miro) or equivalent for prototyping and wireframing.
- Proficiency in Microsoft Office.
- Inherent interest in tackling complex challenges with a focus on delivering results.
- Ability to conduct comprehensive user research, usability testing, and data analysis to inform and refine service design strategies and solutions.
- Communication:
- Excellent interpersonal skills to build and nurture internal relationships across multidisciplinary teams.
- Exceptional visual, verbal, and written communication skills utilized for effective storytelling.
- Demonstrated skill in crafting and delivering compelling presentations to senior leaders, effectively communicating key messages and strategic insights.
- Versatility and Multilingual Proficiency:
- Proven ability to excel in a fast-paced environment, manage multiple assignments, and meet stringent deadlines
- Flexibility to work both remotely and in a local GM Financial Office
- English proficiency is required.
- Planning and Prioritization:
- Demonstrated skill in developing strategic plans, setting clear objectives, and effectively prioritizing tasks to meet project deadlines and goals.
- Proven skill in managing multiple projects simultaneously, efficiently allocating resources, and adjusting plans as necessary to accommodate changing priorities.
- Advanced understanding of agile methodologies and experience in cross-functional team environments.
What you will be doing:
- Leadership: Lead the development, implementation, integration, and maintenance of standards, frameworks, approaches, assets, and routines of Design Thinking for new and renewed products, services, and experience design.
- Project Management: Develop comprehensive execution plans for service design projects, setting clear activities, expected outcomes, timelines, and milestones to ensu
