Director Service Experience Design - Global Consumer Services
- Nike, Inc.
- United States
- 0 year(s)
- Not Available
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NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it’s about each person bringing skills and passion to a challenging and constantly evolving game.
Nike, Inc. knows how to sell sneakers. And apparel. And just about everything an athlete could need. The Nike Sales teams are the front line for getting these products into customer hands. Through sustained relationships with wholesale partners around the world — from a specialty store in Rome to a department store in midtown Manhattan — Nike Sales delivers the products, experiences and brand stories that define the brand. Nike’s success begins with the best sales team in the industry, one that deeply appreciates the consumer, the marketplace, and the products.
DescriptionThe Service Experience Design Director for Consumer Services will define, refine, design, drive, and support the experiences and capabilities to serve our consumers, members and athletes (customer service representatives). The CS Service Experience Design Director will focus on and be anchored in the Global Consumer Services (CS COE) organization but will be deeply integrated within the Global Member Services Programs team to drive Nike Brand-level strategy and execution.This role will partner with the extended Membership and Services teams - spanning the Global Retail COE, Nike Direct, DTC (Stores), priority Categories and Geos, as well as select Brand Experience functions. Critical in that work will be creative problem solving and collaborative engagement to design consumer and brand-right service experiences and help shape the Global Membership and Service vision, priorities, and objectives – engagement, retention, advocacy, lifetime value. As part of this endeavor, this role will develop people, process, and platform capabilities that enhance the consumer experience on-line, via-chat, messaging, in-app, email, and voice.Specific duties include but are not limited to:Lead, develop, influence, refine, contribute and execution of service strategies and initiatives for a Nike Member-Centric view.
Drive execution of strategy around “access to experts”, Nike Experts On Demand Member Unlock, and overarching service channel strategy for members.
Service Design and Continuous Process Improvement:Identify consumer or athlete friction within service experiences, identify root causes, and design solutions to remove that friction from the journey.
Identify opportunities for cost reduction and improved user (consumer/athlete) experience within an existing service experience/operation.
Understand user needs and identify where separate interactions with the brand should act as one service that meet that need.
Create user journeys, experience concepts, and playbooks for Geo and Global partner usage.
Create and develop service experience pilots and POCs, and rapidly iterate service prototypes to test hypothesis and prove business cases.
Identify and design new consumer and brand-right service experiences and global standards
Manage and lead cross-functional teams on key initiatives to drive Membership across the Nike business. Helps define the vision and strategy of High Value Consumer/Member treatment strategies.
Organize, lead, and facilitate team meetings (IBAs, et. al.) and conference calls.
Managing action plans and follow-up tasks as identified.
Idea sharing and communication liaison between Global Membership, Digital Product, Brand Marketing, Category Teams and Consumer Services organizations:Attend, lead, and participate in cross-functional meetings representing CS, Voice of the Consumer (VOC) and Membership.
Understand Membership, Brand Marketing, Category, Corporate initiatives and deployments as it relates to CS organization and the end Consumer/Member.
Responsible for information dissemination back to CS organization for support planning, staffing, and training to ensure premium consumer engagement with Nike.
Be Voice of Consumer (VOC) advocate. Research industry and consumer trends. Proactively raise VOC and Consumer Service information back to the business for inclusion in program development, adjustment, etc. Partner with teams to bring Consumer/Member experience and supporting data to life.
QualificationsRequirements for the position include (required):BA/BS degree or equivalent work experience (MBA preferred but not required).
Minimum of 8 years directly related work experience in design, digital product, contact center operations or marketing required.
Membership/Loyalty experience strongly preferred.
Deep consumer understanding- specifically the ability to translate behavior –based consumer insights into an actionable strategic roadmap. This is both qualitative and quantitative, must be comfortable synthesizing data as well as qualitative insights.
Communication/Language: Exemplary communication skills. Effective, positive verbal and written communication skills with specific experience and effectiveness interacting with cross functional teams.
Design: Understanding of and experience leveraging design thinking best practices. Appreciation of form, feeling, and function in service experience design.
Leadership: Demonstrated ability to work collaboratively in a group to achieve a common goal. Professional business demeanor; demonstrates patience, ability to negotiate effectively and network within/outside of the organization. Ability to communicate and present effectively to all levels of the organization.
Ability to prioritize workload and delegate effectively as appropriate. Capacity to quickly understand new information and situations and the flexibility to refocus after interruptions. Detail minded with strong organizational skills to prioritize multiple tasks and manage time (meetings, accessibility to staff, etc.) to ensure the needs of the business are met.
Strong computer skills, with an emphasis on presentation design and creation. Apple Keynote required.
Capable of understanding and adapting to new information and situations.
NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.
NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Job ID 00394461