Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

The Service & UX Design Owner is responsible for the design of global business services and of the user experience on Service HUB. Following design best practices, the role holder supports the wider Customer Experience and Service Management function, by providing design expertise that meet stakeholder and end-user needs.

What will you be doing?

Drive Service Management best practices by mapping service offerings on the Service HUB portal, ensuring ease of use and navigation from an end-user perspective.Design user-centric taxonomies that balance business needs with user navigational requirements.Enhance the customer journey on the platform to improve user experience through tools such as WalkMe.Collaborate with functional representatives to develop efficient, effective, and intuitive customer experiences for GBS services.Coordinate and coach Process Champions within GBS support functions to promote design-thinking and the Service Management shift-left strategy.Create and own GBS Service Management process-related documents to guide and coach GBS leadership and service delivery stakeholders on best practices.

What you will need to be successful?

Extensive experience in Service Design, Service Request Management processes, and customer experience/service delivery.Proven track record in defining, re-engineering, and improving customer journey processes.Proficiency in customer experience techniques, working directly with business stakeholders, service owners, and building communities of practice.Strong familiarity with Service Management toolsets and portals, with a preference for ServiceNow experience.Comprehensive understanding of end-to-end business processes and cross-system inter-relations in a global business context.High levels of empathy and interpersonal skills, to help negotiate priorities and to resolve queries and issues related to the project or work area.Ability to work effectively within specific project deadline

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website

Your Future: annual bonus, life insurance, company stock saving plan

Work/Life Balance: paid volunteering hours, flexible approach

Your Wellbeing: private health care with dental care package, multisport card/my benefit platform

Flexibility: possibility of working in hybrid model

Training: Hands-On, Team-Customized, subsidies for language classes, certifications and postgraduate studies

Extra Perks: referral bonus, recognition program, mentoring program

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