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Kbs User Experience Manager (M/F)


18.05.2022 | Porto | Referência: 2043999


Kbs User Experience Manager (M/F)


Your new company

Kantar is the world’s leading data, insights and consulting company. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies. Kantar’s 25,000 people based in more than 100 countries help the world’s leading organisations succeed and grow. Nobody knows people better than Kantar. We provide insight and inspiration to help our clients, our people and society to create and flourish in an extraordinary world. Kantar is building a world class delivery centre in Porto with finance, human resources and procurement professionals at its heart. Key investments in our technology and digital infrastructure have opened up opportunities for Kantar to deliver critical business services from a broader range of locations. Join us as we shape the future together.

Your new role

The KBS User Experience Manager is part of a dynamic and integrated Service Management function delivering cross functional specialist services to the KBS organisation. The role will report to the Head of KBS Service Management and will be responsible for managing and developing KBS to deliver high quality services to the business. The role will work with internal and external stakeholders and be the main driving force behind a continuous improvement mindset within KBS.

  • Optimise the deployment of existing and new technology enablers to enhance user experience within KBS.

  • Accountable for the identification and validation of user experience improvement activities across KBS, working closely with stakeholders across Kantar including comms and branding teams, GPOs, IT teams and others

  • Develop the relationship between the RDC and Kantar IT teams working closely with them and the Intelligent Automation Manager to identify, develop and deploy user experience improvements.

  • Gatekeeper for decisions related to technology changes for key applications Such as ServiceNow (SNOW) / Workday and Maconomy.

  • Validates product release changes with KBS Subject Matter Experts (SMEs) to ensure robust deployment.

  • Liaison for key customers to discuss UX and identify user pain points.

  • Understand and gain insight into customer concerns and problems by questioning, exploring issues and reviewing data.

  • Responsible for required service user upskilling, e.g., designing and developing user guides/ training content.

  • Accountable for the development of UX performance measurement measures

  • Setting up and developing customer feedback mechanisms- surveys, complaint monitoring etc.

  • Define and monitor experience focused metrics including response and time resolve KPIs

  • Monitor customer behaviour relating to the use of portals and other technology including:

    • Process drop-off or point of escalation to service teams

    • Utilisation of knowledge and self-enabling technology

    • Utilisation of knowledge items vs queries in team relating to related subject matter

  • Working in partnership with the service towers and Specialist Teams to translate data and insight in to end user enabling solutions across:

    • End user training (UAT)

    • Tier 0 design and improvement

    • Engagement layer strategy (Service Now Employee Portal / Mobile apps)

    • Communication and engagement campaigns

    • Technical user requirements user journeys / Stories

  • Be expert and champion of customer design thinking methodology, providing customer led insight and capability in to the KBS continual improvement activity

  • Lead the strategy in relation to the KBS “tier zero” (self-service) service engagement layer to ensure:

    • The technology and enablers are maximised and in line with leading practice.

    • A consistent employee brand, employee voice approach and the Tier 0 interface is consistent and drives a positive user experience.

    • Tier 0 is a trusted information source for all levels of employees across Kantar becoming the go to place for all customer interactions and that it seamless signposts and integrates the user to their point of need.

What you'll need to succeed:

Education/Primary Qualification

  • Relevant degree (accounting, finance, economics or business-related field)

Knowledge and Experience

  • Work experience in a similar role

Special Skills

  • Fluent English speaker, accurately able to read and write English and to communicate effectively with senior stakeholders and management

  • A proven ability to plan and prioritise own workload to meet tight deadlines

  • A strong financial modelling and analytical skills

  • Advanced skills in Excel

  • A high standard of accuracy with financial and statistical data

  • An ability to organise own work and to take initiative

  • Commercial awareness

  • Good communication/ interpersonal and influencing skills

  • A flexible approach and open to change

  • Ability to be proactive within a fast-paced dynamic environment

  • Willingness to work flexibly across geographic time zones during peak periods such as period end

  • Knowledge of key business process technologies, including Enterprise Resource Planning (ERP) systems desirable.

What the company can offer you

At Kantar we have an integrated way of rewarding our people based around a simple, clear and consistent set of principles. Our approach helps to ensure we are market competitive and also to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver. We go beyond the obvious, using intelligence, passion, and creativity to inspire new thinking and shape the world we live in. Apply for a career that’s out of the ordinary and join us. We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted, and are allowed to flourish in a space where their mental health and well being is taken into consideration. We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking and better commercial outcomes. We believe in the importance of coming together as teams in an office environment, it helps us create communities and builds a sense of belonging. Kantar offers flexible ways of working (hybrid working) based on the inherent value of being available to collaborate, work creatively and to learn from others when working together in one location.