Customer Care Service Designer

Customer Care Service Designer

We are looking for our next Customer Care Service Designer who will:

Plan, design and develop requested services and coordinate their implementation. Manage relation with key stakeholders aiming at improving Customer Care key performance indicators.

Common accountabilities:

• Has working experience and functional knowledge on Amadeus Products and Solutions.
• Understands how own area contributes to the business.
• Influences decisions related to own activity, anticipating dependencies and consequences in complex scenarios, contributes to transversal projects, proposes improvements to processes and is accountable for own and team commitments.
• Identifies key stakeholders and build productive working relation aiming at improving CCM key performance indicators.
• Works independently within plan drawn by the Senior Manager, with some guidance on most complex situations.

Your responsibilities:

• Manage productive interactions with stakeholders within Customer Operations, Business Domains' organization and external when applicable.
• Act as unique entry point to manage service requirements related to products, solutions and industry mandates.
• Proactively identify the relevant stakeholders within business domains (such as BD leads, Tribe leaders, Implementation / Consultancy and Be Spoke Service Designers, Product Owners etc.) and gain knowledge on relevant products and their serviceability (e.g. contact/case volumes, troubleshooting, learnability etc).
• When it's applicable, proactively identify the relevant stakeholders in the industry to build productive relation aiming at contributing to improve CCM Key performance Indicators.
• Capture and translate the solutions' needs into service requirements based on the Customer Care Management strategy (e.g. digitalization, self-service etc.).
• Be responsible for product and solution feedback loops between CCM and BDs through Serviceability Review and Product Health Card.
• Assess service feasibility, cost and potential benefits.
• Contribute to the validation of serviceability deliveries.
• Formalize the input of CCM into the Business Domain processes and Internal Success Contracts (ISCs) at solution assessment phase.
• Contribute to solution prioritization based on customer feedback/pain points by working closely with Product Owners and R&D leads.
• Ensure service readiness for a given solution (tools, processes, troubleshooting guides, relevant KPIs etc.).
• Ensure all CCM stakeholders have access to relevant information such as product roadmap, project plan, major milestones, impacts on CCM Agents etc.
• Build up Subject Matter Experts (SMEs) network within the CCM organization.
• Generate relevant metrics that will allow SEs and SMEs to have a clear visibility of expected project timeline, workload, any potential risks and opportunities.
• Notify support organizations of all service additions and changes prior to roll-out.
• Work independently and has significant latitude to solve problems.
• Capitalizes on functional and technical knowledge to lead the activity and perform at the highest level.
• Contributes to build a healthy and collaborative environment, leading by example.
• Work independently and has significant latitude to solve problems.
• Receives guidance from Senior management only in the most complex situations.

Our ideal candidate:

• Degree in Business oriented domain, or Engineering
• Ability to work in a multicultural and matricial environment, and coordinate with many different stakeholders
• Structured mindset and used to work with tools like Excel or other databases
• Data-driven
• English fluent

Diversity & Inclusion:

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.