Work Your Magic with us!
Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
The holder of this position is accountable for driving the GES Service Standards and Contact Channels strategy all through the organization, including GES Service Delivery, Functional Solutions and Enablers.
This position is responsible for leading difficult projects in the Service Standards and Contact Channels areas, including the analysis, definition of goals, development of solutions, implementation and evaluation.
Your Role:
• Develop, maintain, and update Service Standards for all contact channels (ticketing, chat, telephony, etc.)
• Conduct assessments and benchmarking to identify areas for improvements, and develop and implement strategies to improve client interactions across multiple contact channels
• Manage projects related to Service Standards and Contact Channels, being accountable for the deliverables of the project team
• Manage relationships with key Stakeholders and ensure that business requirements are effectively captured, and the impact of the project are understood by the organization.
• Support the implementation of technology solutions for our Contact Channels, integrating these technologies to enhance our efficiency and client service.
• Analyzing client feedback, surveys, and data to identify pain points, bottlenecks and different ways to improve the customer journey and create a positive experience
• Collaborating with cross-functional teams, such as service enablement, performance, strategy activation, business excellence, functional solutions and delivery teams, to align client experience efforts with business goals and objectives
• Training and educating staff on service standards and client-centric approaches and best practices to foster a client-focused culture throughout the organization
• Monitoring and measuring key performance indicators (KPIs) related to service standards, providing regular reports and insights to senior management and stakeholders
• Work closely with Senior stakeholders to develop and implement effective client management strategies aligned with GES’s goals and objectives, providing strategic consultancy and guidance on contact channel optimization, client experience enhancement and industry best practices.
Who you Are:
Minimum of 7-10 years of similar experience in project management or customer experience design, with a proven track record in leading medium to high complexity projects, and working in an Enterprise services/Shared services environment. Minimum Bachelor´s degree in Business Administration, IT, Communication, Marketing, or a related field. Master’s degree is a plus.Experience in change management and effective communication with senior leadership and stakeholders.Strong project management capabilities and proficiency in data analysis. A tech-savvy mindset with experience in ServiceNow or similar platforms is a plus.Customer-centric mindset and excellent communication and influencing skills.Self- organized and structured to work independently, result oriented and a team player.
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of our diverse team!