Senior Manager Service Design

This Sr. Manager role of Service Design will lead a global service design team to provide creative leadership and drive a consistent service experience in GCX (Global Customer Experience) with the customer at the heart. A deep understanding of the business needs and ultimate customer journey is essential. Through defining key moments of truth based on customer insights, and identifying problems based on key performance indicators, this role will deliver an engaging world class support experience in line with our service vision and business strategy. As a leader this person will help teams set sights on the north star to guide service development across the GCX organization.

You will:

• Take multiple inputs (Research and benchmarking, data analytics, voice of the customer & teammate feedback) to uncover customer needs and pain points and turn these into clear direction for the service experience.
• Experience with design research methodologies is preferable with the ability to gather and synthesize interesting qualitative & quantitative insights to drive a data-led approach
• Continually evaluate and improve on the methods and processes to ensure we are always offering the best solution for customers
• Work with Growth & Product to understand our key business objectives, customer Goals, GCX critical metrics, Segmentation
• Work with Growth & Product to understand the moments of truth within our end to end customer experience that affect customer loyalty and growth most significantly
• Develop partnership with GCX leaders, CS Tech leaders and industry experts to create a compelling service experience, vision and principles, that is uniquely eBay and brings our strategy, brand and DNA to life
• Designing the base service and differentiations where needed
• Working collaboratively across GCX (and GSD, Global Service Delivery), product and policy owners to bring the experience to life
• Lead out on major central initiatives for GCX
• Establish a consistent and global design framework to guide service efforts
• Collaborate with CS tech and Product/Engineering on defining final solution meeting customer needs ensuring that key business requirements are documented
• Lead the development of service concepts, blueprints and other service design artifacts
• Keep an active lookout for risks, potential gains and issues to anticipate industry trends and opportunities to advance the service goals
• Be able to tell the customer story – through bringing all elements across the experience together to create an end to end understanding for wider teams. Help cut through the complexity
• Be a creative problem solver who can put ideas into practice
• Facilitate design thinking workshops with a variety of personas (Business, technical etc.) across the entire design process, research, ideation, design & delivery
• Engage in ongoing activities that enable us to learn, practice, and evolve our service design subject area

Job Requirements

• 8+ years experience in service design in a customer experience environment
• 5+ years leading people
• Experience fostering hard-working teams in high-growth, ambiguous environments
• Experience managing remote global teams
• Passionate about service design crafting human-centered services; a true customer advocate
• Knowledge of existing and emerging service design tools and methods
• Track record in leading a strategic service design function in a customer service environment, demonstrating experience applying systems thinking to design problems and working in a technical domain
• Experience in technical and process documentation – detailing solutions and requirements across functional teams – an ability to bring the customer journey to life
• Strong change management and partner management skills
• Strong data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
• Demonstrates understanding and creativity in the use of technology to enable business improvements
• Able to communicate complex technical topics in clear layperson’s terms, both verbally and in writing
• Design thinking advocate