Manager, Digital Service Strategy and Planning [EWTP]

1. Enterprise Service and User Journey Mapping

• 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. 

2. Enterprise Service Design and Improvement 

• Identify opportunities for service and 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. 

3. Project Management and Coordination

• Lead the planning, coordination, and execution of enterprise journey and service design 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. 

4. 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

1. Enterprise Service Journey and User Design 

• Strong expertise in 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. 

2. 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. 

3. 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. 

4. Data-Driven Decision Making 

• Strong ability to analyse 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.