Manager / Senior Manager, Digital Service Strategy and Planning (EED)

Role Overview

You will be part of the team in the Enterprise Experience Division responsible for driving the design and implementation of enterprises’ service journeys on and user experiences of the digital platform.

This role is key to drive user experience work to enhance service delivery and providing seamless user experiences of SWDA’s portal and digital services for enterprises.

You will focus on mapping, improving, and optimizing service journeys to better meet the needs of enterprises, ensuring the portal delivers value to and supports enterprises to achieve their desired outcomes.

Key Responsibilities

Enterprise Service Journey Mapping and User Experience design

• Plan and conduct discovery activities (e.g. interviews, workshops, surveys) to understand needs and pain points of different groups of users and stakeholders.
• Work on the design and mapping of enterprise service journeys and user experiences, leading to the development of an enterprise portal.
• Collaborate with cross-functional teams to align business objectives with the user journey and service design, ensuring enterprise needs are effectively met.
• Develop and refine user flows for enterprise users, ensuring processes are efficient, intuitive, and meet the goals of the enterprise portal.

Enterprise Service Design and Improvement

• Identify opportunities for service journey improvements through feedback, user research, and performance analysis.
• Implement iterative changes based on insights from user testing and enterprise feedback, continuously optimizing the user experience.
• Apply best practices in service design to ensure that enterprise users experience efficient and intuitive interactions across the portal.

Project Management and Coordination

• Lead the planning, coordination, and execution of enterprise journey and service design improvement projects, ensuring alignment with the overall enterprise portal development strategy.
• Manage project timelines, resources, and stakeholder communications to ensure successful project delivery.
• Use project management methodologies and tools to track progress, mitigate risks, and ensure timely delivery of high-quality outcomes.

Service Performance Tracking

• Monitor and evaluate the performance of enterprise journeys and services, using KPIs and other relevant metrics to measure success.
• Provide actionable insights and recommendations for optimizing user experiences and ensuring the enterprise portal meets its intended goals.

Required Skills and Competencies

Enterprise Service Journey and User Experience (UX) Design

• Strong expertise in user research, designing and mapping service journeys and user experiences.
• Proven ability to design and optimize user flows and services that address the specific needs of enterprise users.

Project Management

• Excellent project management skills, with experience overseeing the development of digital platforms and service journey projects from start to finish.
• Ability to manage timelines, resources, and cross-functional teams to ensure successful delivery of enterprise-focused digital initiatives.
• Familiarity with project management tools and methodologies to efficiently execute projects.

Strong Writing and Presentation Skills

• Excellent written communication skills for articulating ideas, service design recommendations, and project updates clearly and effectively.
• Experience preparing reports, project documentation, and presentations for stakeholders at all levels, ensuring clarity and impact.
• Ability to present complex concepts to both technical and non-technical audiences in an accessible and compelling way.

Data-Driven Decision Making

• Strong ability to analyze user data, feedback, and service performance metrics to identify pain points and opportunities for improvement.
• Experience working with KPIs and using data to refine and optimize enterprise service journeys.

Desired Attributes

• Problem-Solving: Strong analytical skills to address challenges in service and user journey design, with a focus on the needs of enterprise users.
• Adaptability: Comfortable working in a fast-paced and dynamic environment, with the ability to adjust to evolving business needs.
• Collaboration: Effective team player with the ability to work cross-functionally to ensure the successful implementation of enterprise journey and service improvements.