Manager / Senior Manager, Digital Service Strategy and Planning (EED)

About the role

This role sits within the Enterprise Experience Division and drives the design and implementation of service journeys and user experiences on the digital platform for enterprises. It focuses on mapping, improving and optimising service journeys so the portal delivers value and helps enterprises achieve their goals. Successful candidates are offered a 2-year contract initially, with possible extension or permanent tenure.

Key responsibilities

• Map and design enterprise service journeys and user experiences, leading to the development of an enterprise portal.
• Run discovery activities such as interviews, workshops and surveys to understand user needs and pain points.
• Collaborate with cross-functional teams to align business objectives with user journeys and service design.
• Develop and refine user flows so they are efficient and intuitive.
• Identify service improvements through feedback, user research and performance analysis, and implement iterative changes based on user testing.
• Lead the planning, coordination and execution of service design improvement projects, managing timelines, resources and stakeholder communication.
• Track service performance using KPIs and metrics, and provide recommendations for continuous improvement.

Required profile

• Strong analytical skills to solve challenges in service and user journey design.
• Comfortable working in a fast-paced, dynamic environment and adapting to changing business needs.
• Effective team player able to work cross-functionally.