Service Design Manager

Position Overview:

You will be responsible for supporting the integration, transition, and delivery of IT infrastructure services and projects across the TCCC and Global Ventures organizations. You will work closely with senior leadership stakeholders, internal and external technology teams, and vendors to ensure that the IT infrastructure services and projects are aligned with the business objectives, delivered on time, within budget, and with high quality. Help us design and deliver employee-centric digital solutions that boost efficiency and satisfaction across the enterprise.

What You’ll Do for Us:

Strategy and Planning through Collaboration

• Partner with internal functions (IT, HR, PACS, Marketing, Finance) as well as Global Venture entities to create future state processes and product visions.
• Facilitation creation of appropriate business cases, OKRs, and implementation plans.
• Leverage design thinking methods to lead product teams through the design, creation, and management of these plans across all stages of the product lifecycle, while simultaneously aligning stakeholders towards improved opportunities.
• Contributing to the development of standardized tools, methodologies, and applications, ensuring each stage is thoroughly documented and effectively communicated, highlighting the impact and benefits to all key stakeholders.
• Design and facilitate effective workshops to gather the inputs and alignment.
• Own and continuously iterate design artifacts including journey and experience maps, service blueprints, service value propositions, features, service ecosystem models, and roadmap or evolution plans.

Lead Research Initiatives and Insight Creation

• Conduct ethnographic research to understand employee wants, needs, pain points, and interactions with a variety of factors and touchpoints.
• Analyze qualitative and quantitative user research, usability test data, technology constraints, and business requirements to enhance to inform strategic decision-making efforts.
• Conduct robust secondary research across various markets and industries to report out on key workplace and technology trends
• Provide analysis and best in class recommendations on digital product’s UI, usability, information architecture, and content

Drive Global Digital Transformations through Organizational Psychology: 

• Understand key strategies and business plans (short-term and long-term) from across multiple business functions areas to drive alignment in cross-functional teams needed to support the transformation required to improve services strategy and delivery.
• Conduct and teach workshops and training sessions to foster various cultural and digital programs.

Change Management and Strategic Communication:

• Present research findings, complex conceptual ideas, detailed design, and design rationale both verbally and visually to stakeholders through compelling narratives and visualizations.
• Utilize graphic visualization methodologies to effectively communicate and build alignment
• Develop and manage the creation of compelling and engaging presentations/reports for Senior Leaders – showcasing project objectives, key insights, proposals, and outcomes.
• Enable the adoption of new systems, technologies and processes within the organization through the development and implementation of effective change management plans, communication strategies, and training programs.

Service Delivery & Measurement:

• Orchestrate and innovate across touchpoints to reduce points of friction and increase productivity value for multiplate stakeholders
• Evaluate the impact of proposed changes, conducting risk assessments and stakeholder analysis, to ensure implementation is smooth and disruption to the business is minimized.
• Track key metrics including OKRs, customer effort scores, engagement and adoption rates to evaluate the effectiveness and performance of digital tools and organizational processes, enabling continuous improvement and strategic decision-making.
• Conduct regular evaluation and analysis using these metrics to assess the impact of implemented services, ensuring they meet user needs and business objectives, and identifying opportunities for improvements and innovations.

Personal Competencies

• Drives Innovative Business Improvements: Develops new insights into solutions that result in organizational improvements; promotes a work environment that fosters creative thinking, innovation and rational risk-taking.
• Balances Immediate and Long-Term Priorities: Seeks to meet critical objectives while considering the impact of those decisions and activities on the ability to achieve long-term goals.
• Independent POV:  Knowledge of the external environment in which the Company’s business is conducted. Includes ability to offer a broad perspective that extends beyond a particular functional discipline and draw upon knowledge that comes from frequent interaction with different departments, employees and sources and constituencies outside of the Company.
• Imports and Exports Good Ideas: Relentlessly seeks, shares and adopts ideas and best practices in and outside the Company and embraces change introduced by others.
• Develops and Inspires Others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.
• Lives the Values: Demonstrates the values of The Coca-Cola Company through words, actions, and by example; fosters an environment that reflects the values of the company.

Qualifications & Requirements:

• Bachelor’s or Masters degree in creative or service design, design management, marketing or related field.
• 5+ years of creative experience in a client-side or agency role with experience in traditional and non-traditional content development.
• Demonstrated experience conceptualizing and executing impactful, engaging services across multiple platforms
• Deep knowledge and experience in service design, graphic design, art direction, photography, video conception, UX/UI digital technology, and print design.
• Proven design expertise and credentials: inspiring and directing both internal and external design resources.
• Demonstrated ability to deliver project with business stewardship across internal and external functional groups, teams, and stakeholders.
• Ability to galvanize support for ideas through excellent influencing and communication skills.
• Communicate effectively with senior leaders, sponsors
• Experience leading and partnering with design/marketing agencies
• Entrepreneurial mindset and passion for innovation, flexibility, and digital dexterity.