ITSM User Experience Lead

Purpose of Role

Inchcape has begun to deploy the DDCs to support global, regional, and local IT services. As part of the DDC strategy, the User Experience Lead will act as the voice of the IT end user within Digital. This role will be the CSAT/NPS & UX processes owner, designing, implementing & operating them.

The User Experience Lead works with other senior leaders to create user experience KPIs, metrics, and budgeting. They have a key role in conveying user feedback to the rest of the organization.

The ITSM User Experience lead is the most creative, savviest and should transform ITSM support and workplace experience into handy service for users. This individual will build user journeys, fulfilling the business requirements. By joining us, you will be helping build an attractive, user-friendly ITSM support service to meet business needs.

Job Role and Responsibilities:

  1. Scope:
  • The ITSM User Experience lead will work closely with the project teams, IT leaders, business teams (Globally) & service delivery area on the DDC (Colombia and Philippines)
  • Creating user-centred experience by understanding business requirements, and user feedback. Creating user flows, wireframes, prototypes, and mock-ups. Translating requirements into style guides, design systems, design patterns and attractive user interfaces.
  • Active participation in projects.
  1. Strategy & Planning
  • Provide a detail plan to align to company’s brand identity with the desired user experience at every touchpoint.
  • Plan user stories and scenarios
  • Bring together technical know-how, business strategy, customer needs and vision for the experience they want the user to have
  • Research emerging technologies supporting ITSM and Workplace Experience, management, and development efforts, and recommend technologies, techniques, and more to increase cost-effectiveness and flexibility.
  • Strategy & Planning
  • Lead user experience related strategy to achieve market goals.
  • Collaborate with the appropriate departments to develop and maintain a user plan that supports organizational needs.
  • Develop and communicate market/user alignment plans to the executive team, staff, partners, customers, and stakeholders.
  • Connect with users and prospects to help garner feedback, inform organizational change, and maintain a strong stakeholder connection.
  • Create user and prospect KPIs.
  1. Operational Management:
  • CSAT for ITSM support and Workplace Experience – definition, implementation, and process ownership
  • Definition user journey for each ITSM service and Workplace Experience
  • Definition user persona for each ITSM service and Workplace Experience
  • Collaborate on designs that are efficient, functional, and visually appealing
  • Apply guidelines, best practices, and standards
  • Participate in Agile ceremonies including daily stand-ups, sprint planning, retrospectives, and product demonstrations
  • Proactively communicate progress, issues, and risks to project stakeholders
  • Accurately estimate assignments
  • Create and maintain technical documentation
  • Conduct research to remain up to date and knowledgeable in regard to user experience.
  • Analyze and improve upon user experiences and processes by mapping out user roadmaps.
  • Act as an escalation point for user satisfaction issues.
  • Develop, track, and control annual operating and capital budgets for purchasing, staffing, and operations.
  • Ensure continuous delivery of quality user service.
  • Work with other teams and senior leaders when organization change occurs, affecting user experience, product offerings to be the voice of the user.
  1. Formal Education & Certification:
  • Four-year university degree or college diploma in business administration or related field, computer science, industrial engineering, marketing, innovation and/or 4 years equivalent work experience.
  • Preferred certification or training around innovation.

Skills and Experience Required:

  1. Knowledge and Experience
  • Implementing and executing on all phases related to whiteboard sessions to help conceptualize designs, demonstrating overall UX design, translation of user feedback and business requirements into design solutions, and visual presentations and UI designs through UX principle.
  • Creating original, user centered UX design solutions and user experiences that can be developed into specific products, emphasizing user interface design planning and development tools.
  • Collaborating cross-functionally in a heavily matrixed organization and incorporating feedback and gathered requirements from different managerial levels into design concepts and enhancements.
  • Articulating concisely ideas and visually communicating concepts to both developer and non-developer audiences. Writing, communicating, facilitating, and presenting to all levels of industry audiences, clients and internal staff and management.
  • Designing low-fidelity and high-fidelity mockups, interaction models, user task flows, visual screen designs, and UI details that promote ease of use and improve the user experience.
  • Effectively coping with accelerating changes as required in a dynamic market and organization, adjusting priorities on an as needed basis.
  • Excellent understanding of project management principles.
  • Using multiple elicitation techniques such as facilitating brainstorming sessions, focus groups, and requirements workshops with the purpose of requirements elicitation.
  • CSAT/NPS definition, Implementation and Process Ownership
  • Demonstrated ability to apply user experience and needs to business strategy
  1. Technology:
  • Utilizing UI or UX design tools: XD, Axure, Sketch, or Miro to depict the user experience in journey maps, flow diagrams, responsible web, data visualization, mockups, and prototypes.
  • Office 365 – Adoption Score
  1. Personal Attributes
  • Warm and welcoming disposition
  • An ability to solve problems without a manual
  • Detail-oriented
  • Skilled at planning and project management
  • Tech-savviness
  • Data driven
  • Collaborative
  • Skilled at communication
  • Resilient
  • Agile
  • Curious
  • Innovative
  • Good written and verbal communication skills (English)
  • Experience working in a team-oriented, collaborative environment.
  • Strong interpersonal, written, and oral communication skills and ability to present ideas in a user-friendly language
  • Highly self-motivated and directed
  • Strong customer service orientation
  • Excellent-communication skills are required
  • Spanish/English (spoken and written)
  1. Work Conditions
  • Available to work in different time zones.
  • Some after-hours work will be required to join online meetings with global team members.

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