Experience Design

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