Service Design

The Manager, Service Design plays a critical role in Kimberly-Clark Professional’s (KCP) transformation to a customer-centric organization. Partnering with global insights and data teams as well as cross-functional teams around the globe, the Manager, Service Design is responsible for embedding customer insights into business planning and campaign execution. This is accomplished through uncovering customer insights, developing customer journey maps and service blueprints, and working with business leaders to ideate and translate these insights into operational project plans.

The ideal candidate for this position should be well-versed in customer experience and service design concepts, principles of design thinking, and have a proven ability to identify meaningful opportunities to change existing planning and operations to become a more customer-centric company. They should have experience working in cross-functional teams and bringing together partners from across the business to understand, define and address challenges within high-priority customer journeys. This person must demonstrate the ability to lead and influence teams by navigating different opinions and stakeholder groups while being the champion of the voice of the customer. This role is equal parts problem-solving facilitator, experience design and management strategist, and customer experience operational specialist to reinforce KCP’s customer-centric focus. Prior experience in a consulting or partner capacity is ideal.

Customer Journey and Insight Mapping

• Facilitate workshops, analyze research, and lead qualitative interviews with KCP staff and customers to develop, validate, and enhance customer journey maps
• Develop executive-level customer journey mapping insights reports to inform marketing, sales, and business strategy; present journey maps in visually appealing and an easy to understand format with all necessary customer insights, information, and recommendations for use in business planning and execution
• Partner with KCP researchers and VoC analytics staff to ensure voice of customer, voice of the organization and voice of data fuel a holistic picture of the customer experiences
• Work with the team to help regions develop a consistent process, updating templates and playbooks for journey mapping, taking into account new ideas as they emerge and providing overall process governance; inform the development of common best practices for customer experience journey maps at KCP

Service Design & Implementation

• Leads the facilitation of design strategy and ideation workshops, applying design thinking, service design, and design strategy techniques to deploy new customer-centric campaigns, programs, and operational improvement plans
• Develops new ways for making the “case for change” based on customer insights, journey mapping, and key business metrics to implement new programs
• Effectively communicates business cases to regional and executive KCP leadership in a way that makes customer-centric experience design and management a priority for the business
• Takes a central role in operationalizing business plans with regional and global stakeholders – developing service blueprints and joint project plans while managing the governance of key initiatives

Qualifications:

• Bachelor’s Degree Required (Discipline Open) – Master’s Degree preferred
• Strong Customer Experience background, certification in service design or CX preferred
• 5-10 years working in experience design, customer experience, or service design in consulting or within a large organization
• Demonstrated experience in developing customer journey maps and service blueprints, and facilitating design strategy sessions
• Strong track record of successful project execution
• Ability to understand business objectives and manage stakeholders cross-functionally and globally
• Experience leading teams with diverse backgrounds and disciplines