Associate Director of Service Design Strategy
2 weeks ago
**Your Job**
You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In your Revenue management role, you’ll help us deliver better care for billions of people around the world. It starts with YOU.
**Summary of Position**:
The Associate Director of Service Design Strategy plays a critical role in Kimberly-Clark Professional’s (KCP) transformation to a customer-centric organization. Partnering with global insights, regional CX Program Mangers as well as cross-functional roles around the globe, the Associate Director of Service Design Strategy is an expert at process mapping, service blueprinting and capability building. You’ll architect and partner with execution teams to enable ideal customer experiences, all while building the organization’s customer-centric culture. The ultimate goals for the Associate Director of Service Design Strategy are to increase growth, retention and cost savings in a quantifiable way by making it easier to do business with Kimberly-Clark Professional.
**Specific Responsibilities Include**:
**Summary**:
- Identify key moments that matter along the customer journey lifecycle based on output and coordination with the Customer Intelligence and Voice of Customer Analytics teams
- Define operational focus areas and bring together cross-functional as well as cross-regional resources to transform critical customer experiences
- Forensically dissect critical experiences, taking account of how people, processes, and technologies result in current customer experiences
- Co-create new experience and process design with relevant cross-functional stakeholders, taking into account budgetary and other operational realities
- Influence the roadmap of critical systems and processes based on a need to enhance customer experiences and improve revenue or operating profit
- Build the business case for making critical changes based on desired Service Design outcomes
***
**Journey and Insight Mapping**
- Develops common best practices for customer experience journey maps at KCP
- Partners with KCP researchers and VoC analytics staff to ensure voice of customer, voice of the organization and voice of data fuel a holistic picture of the customer experiences
- Leads regions in developing a consistent process, templates and playbooks for journey mapping, taking into account new ideas as they emerge and providing overall process governance
- Creates common understanding of how people, processes, technologies and resource allocation affects current-state experiences
**Operational Service Design**
- Draws from strong design skills in order to develop future-state customer experiences
- Facilitates input from multiple regions and stakeholders in order to develop future-state models that satisfy a variety of potentially conflicting requirements
- Sets the model for how KCP develops future-state service design plans that include detailed implications for KCP processes, systems or technology changes and potential optimizations for how KCP utilizes human resources to solve problems
- Co-authors relevant standard operating procedures, templates and playbooks for Service Design to be used globally and regionally
**Business Case Development and Management**
- Defines and develops a new way for making the “case for change” based on customer insights, journey mapping, key business metrics and operational service design steps above
- Leads a team to turn Service Design recommendations into serious business recommendations backed by estimated costs, benefits, expected resources required and timeline
- Effectively communicates business case to regional and executive KCP leadership in a way that makes customer-centric service design a priority
- Takes the central role in operationalizing the business plan to regional and global stakeholders - helping develop joint project plans and ensuring governance of key initiatives
**Qualifications**:
- Strong Customer Experience background, certification preferred
- Strong transformational change management background, certification preferred
- 10+ years working in program management, consulting or operational improvement
- CRM execution experience translating desired customer and business outcomes to internal end user experiences, processes and behavior change
- Demonstrated experience in developing process maps - experience with Service Blueprinting a must
- Strong track record of successful, agile execution
- Ability to understand business objectives and manage stakeholders cross-functionally and globally using analytic skills to create alignment on where change is needed
- Experience leading cross-functional teams with diverse backgrounds and disciplines
-
-
Associate Investment Director
Found in: Talent UK C2 - 1 week ago
Surrey, United Kingdom Bruin Full timeRef: 36952Associate Investment Director-Fixed Income London, UKOur Client is a global leader in investment management, providing a range of products and services to individuals, institutions, and financial intermediaries. There Fixed Income Investment Directing team in London plays a critical role in managing and expanding the Fixed Income Investment...
-
Creative Design Director
2 weeks ago
Surrey, United Kingdom Bodhi Full timeDesign / Creative Director My client is a professional services company that is disrupting a traditional, old-fashioned market with its revolutionary technology platform. It is a chance to really make a name for yourself in a niche but fast-growing and incredibly profitable tech space. We are currently looking to hire a Design Director who will be...
-
Creative Design Director
Found in: Jooble UK C2 - 2 weeks ago
Surrey, United Kingdom Bodhi Full timeDesign / Creative Director My client is a professional services company that is disrupting a traditional, old-fashioned market with its revolutionary technology platform. It is a chance to really make a name for yourself in a niche but fast-growing and incredibly profitable tech space. We are currently looking to hire a Design Director who will be...
-
Guildford, Surrey, United Kingdom Penguin Recruitment Full timeAssociate Director | Sustainability | Building Physics | Guildford | Permanent Ref: DB2094 Competitive Salary Plus Benefits A brilliant opportunity to join a well-established, independent Sustainability Consultancy. The firm have been established for 19 years and looking for an experienced, committed, and commercially aware professional to join their team...
-
Guildford, Surrey, United Kingdom Energy Jobline CVL Full timeAssociate Director | Sustainability | Building Physics | Guildford | Permanent Ref: DB2094Competitive Salary Plus Benefits A brilliant opportunity to join a well-established, independent Sustainability Consultancy. The firm have been established for 19 years and looking for an experienced, committed, and commercially aware professional to join their team...
-
Director of Clinical Services
Found in: Talent UK C2 - 1 week ago
Surrey, United Kingdom Priory Group Full timeDirector of Clinical Services Reference PRI90378 Location Priory Hospital Dorking, South Terrace, Harrowlands Park, Dorking, Surrey, RH4 2RA Priory Group Division Healthcare Salary £55,000 Hours 37.5 Vacancy Type Permanent - Full Time Job Advert - Division Information Responsibility. The DoCS play a key part...
-
Director of Clinical Services
Found in: Talent UK C2 - 2 days ago
Surrey, United Kingdom Priory Group Full timeDirector of Clinical Services Reference PRI91300 Location Priory Hospital Dorking, South Terrace, Harrowlands Park, Dorking, Surrey, RH4 2RA Priory Group Division Healthcare Salary £55,000 Hours 37.5 Vacancy Type Permanent - Full Time Job Advert - Division Information Responsibility. The DoCS play a key part...
-
Associate Director Sustainability
2 weeks ago
Guildford, Surrey, United Kingdom Energy Jobline CVL Full timeAssociate Director | Sustainability | Building Physics | Guildford | Permanent Competitive Salary Plus Benefits A brilliant opportunity to join a well-established, independent Sustainability Consultancy. BSc/MSc degree in Sustainability, Energy, or similar Oversee Key Client Accounts, developing client relationships Support clients in increasing the...
-
Director of Clinical Services
2 weeks ago
Dorking, Surrey, United Kingdom Priory Group Full timeThis job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Responsibility. The DoCS play a key part in developing and delivering the hospital strategy, providing operational and clinical leadership to the team. Deputises for Hospital Director in their absence. Overall responsibility for all clinical...
-
Operations Associate Director
2 weeks ago
Fairlands, Surrey, United Kingdom Finegreen Full timeWe are working with an NHS organisation who are seeking to appoint an Interim Associate Director of Operations for Acute Medicine . This is an interim role that falls under the Workforce Alliance Framework and should be expected to be remunerated at Band 8b Responsible for managing all aspects of operational delivery within the Division to the agreed...
-
Associate Director Sustainability
2 weeks ago
Guildford, Surrey, United Kingdom Penguin Recruitment Full timeAssociate Director of Sustainability/Building Physics - Guildford Permanent £Support clients in increasing the environmental performance of their developments The ideal candidate will: Trust-based relationships, collaborative working and a coaching style of management Competitive salaries and team and individual bonus' Generous pension contributions, 25...
-
Associate Director Sustainability
2 weeks ago
Guildford, Surrey, United Kingdom Penguin Recruitment Full timeAssociate Director of Sustainability/Building Physics - Guildford Permanent £Support clients in increasing the environmental performance of their developments The ideal candidate will: Trust-based relationships, collaborative working and a coaching style of management Competitive salaries and team and individual bonus' Generous pension...
-
Associate Director Sustainability
2 weeks ago
Guildford, Surrey, United Kingdom Penguin Recruitment Full timeAssociate Director of Sustainability/Building Physics - Guildford Permanent £This is a fantastic opportunity for an experienced sustainability candidate to become part of a hugely successful and fast-growing consultancy based in Guildford. Support clients in increasing the environmental performance of their developments The ideal candidate...
-
Director of Care
2 weeks ago
Dorking, Surrey, United Kingdom Priory Group Full timeOverall responsibility for all clinical departments' performance and governance. Ensures delivery of the highest level of clinical and therapeutic care together with ensuring compliance with statutory regulations and current legislation, meeting quality standards and delivering against quality performance indicators. Responsible for the implementation of...
-
Associate Director Sustainability
2 weeks ago
Guildford, Surrey, United Kingdom Energy Jobline CVL Full timeAssociate Director of Sustainability/Building Physics - Guildford Permanent £This is a fantastic opportunity for an experienced sustainability candidate to become part of a hugely successful and fast-growing consultancy based in Guildford. Support clients in increasing the environmental performance of their developments The ideal candidate will:...
-
Associate Director
2 weeks ago
Guildford, Surrey, United Kingdom Penguin Recruitment Full timeAssociate Director of Sustainability This is an exciting opportunity for an ambitious Associate Director of Sustainability to join an independent sustainability consultancy in Guildford, where you will work on a range of projects to raise their environmental performances. Take the lead on a variety of projects, ensuring the environmental performances...
-
Guildford, Surrey, United Kingdom Penguin Recruitment Full timeAssociate Director of Sustainability Ref:BM164 This is an exciting opportunity for an ambitious Associate Director of Sustainability to join an independent sustainability consultancy in Guildford, where you will work on a range of projects to raise their environmental performances. Role responsibilities include: * Take the lead on a variety of...
-
Interior Designer
2 weeks ago
Waverley, Surrey, United Kingdom Careers in design Full timeThis creative and vibrant Interior Design Consultancy work with both private high-end residential and commercial clients, offering a bespoke service covering interior architecture, design, styling and furnishing. Increasingly busy with lots of exciting new projects starting they are looking for an Interior Designer to join their team. Ideally at a mid-weight...
-
Associate Director Sustainability
2 weeks ago
Guildford, Surrey, United Kingdom Penguin Recruitment Ltd Full timeAssociate Director of Sustainability/Building Physics – Guildford Permanent £Support clients in increasing the environmental performance of their developments Trust-based relationships, collaborative working and a coaching style of management Competitive salaries and team and individual bonus’ Generous pension contributions, 25 days holiday,...
-
Associate Director Sustainability
2 weeks ago
Guildford, Surrey, United Kingdom Penguin Recruitment Full timeAssociate Director of Sustainability/Building Physics - Guildford Permanent £Support clients in increasing the environmental performance of their developments Trust-based relationships, collaborative working and a coaching style of management * Competitive salaries and team and individual bonus' * Generous pension contributions, 25 days...
