Pooling for Experience Design Manager. Hiring will be June 2024 onwards. JOB SUMMARY Responsible for monitoring the delivery and quality of Experience Design engagements to ensure that objectives are met and in line with or exceeds the client expectations. A Manager is expected to conduct business development activities, build networks, and sustain client relationships, and help develop the team through coaching and training.
GENERIC CAPABILITIES: Comply with the mandatory learnings and attend trainings, including pro-active self-registration Manage client relationships and continuously build networks Study and utilize resources available to conduct benchmarking and implement best practices for the client. Conduct discovery sessions and/or workshops with clients to understand the customer or user journey, and processes through interviews and walkthroughs with the client counterparts Use standards, best practices, business process tools and techniques to carry out business process analysis, re-engineering, process measurements and change management initiatives Achieving project objectives and delivering outputs that satisfy or surpass the specific expectations set by the client. Developing and presenting bespoke proposals to clients based on their individual needs. Overseeing the preparation and execution of contractual documents. Administering and monitoring billing processes and collections to ensure financial accuracy. Fulfilling counselor responsibilities by providing guidance and sound business advice to clients. Incorporating leading industry practices as a reference point for successful client engagements. Conducting experience-led business process analysis to identify areas of improvement and optimization. Relevant work experience needed in the field of business transformation and innovation, preferably someone who has been part of a client's transformation team or has experience with product innovation, and strategic marketing and sales (excluding marketing campaigns). COMPETENCY REQUIREMENTS: Education: Bachelor's Degree in Industrial Engineering, Accountancy, Business Management or Administration, Marketing or Economics Relevant
Experience: More than five (5) years of work experience related to any of the following:
Has wide knowledge on business processes related to order-to-cash and purchase-to-pay Consulting services Sales Strategy Marketing Strategy UI/UX Design Customer Experience Design (i.e., customer journey mapping, etc.) Finance/accounting/sales/business development/operations Sectoral experience (telco, banking, insurance, FMCG/retail) Transformation and innovation Design Thinking Competencies Transformation (senior and above) Innovation (senior and above) Business Process Management Project Management Design Thinking (senior and above) Prepare proposals in line with clients' needs to be able to provide value-adding services which includes detailed scope, high-level timeline, and estimated engagement fees. Execute engagement billing and monitor collections Utilize strong project management skills, ensuring engagement outputs are delivered on time, of quality and in line with the identified scope, approach, and methodology Identify and manage project risks and issues and contribute to the development of action steps to address the project risks and issues and avoid conflicts with clients Manage and regularly communicate with the project stakeholders (i.e., project status meetings, steering committee meetings etc.) Conduct business development activities and identify strategic opportunities for the practice Monitor staff 's development Review output of the team to ensure quality output and provide guidance to staff and seniors Handle quality and risk management requirements of a potential engagement Experience and understanding of designing personas and customer journey maps to drive business strategies as part of the job role. Applying design thinking principles, as well as UI/UX skills to develop innovative solutions and strategies. Knowledge and Skills Requirements Demonstrates in-depth knowledge on customer-related processes and procedures Able to build and develop trusting relationships with clients • Good project management skills Strong communication skills Able to work effectively and efficiently in a team Able to understand and utilize diverse work styles Able to meet tight deadlines and project timeline and is open to working beyond office hours Willing to work in the client's office if required and is open for secondment in other EY offices Knowledge of BPMN and process analysis Knowledge of Agile framework, scrum methodology and tools (e.g., JIRA) Knowledge on design thinking Understands and can perform Data Analytics Proficient in Excel and PowerPoint
