JOB SUMMARY - EXPERIENCE DESIGN MANAGER
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
- 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.
Certificates, Licenses, Registration: N/A
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
