BBVA Compass

Manager of Customer Experience, Dcc

Job ID
2017-106960
TX-DALLAS-DOUGLAS BUILDING
Category
DALLAS CREATION CENTER
US-TX-DALLAS
FLSA Status
EXEMPT
Type
FULL TIME
EOE Statement
Equal Opportunity Employer - Minority/Female/Disability/Veterans.

Overview

At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience. Learn more below.

Responsibilities

Overall Job Purpose

 

  • Bring together BBVA’s ‘triangle’ delivery approach – of Business, Experience and Technology – to deliver for the customer (internal and/or external)
  • Run design thinking workshops to co-create innovative and customer-centric visions, propositions, products and/or experiences
  • Co-ordinate the creation of a prototype (typically in 6 weeks) to bring the desired target state to life for stakeholder buy-in
  • Co-ordinate the definition of a minimum viable product (achievable in 9 months) by balancing the needs of the triangle and playing the voice of the customer
  • Co-ordinate the building of a roadmap, from MVP to the desired target state
  • Play a leadership role during build and delivery activities, leveraging regular customer insight as required, and facilitating problem solving across the triangle - always maintaining the focus on the customer
  • Playing the role of a generalist, providing thought-leadership and drawing on various points of expertise such as design, digital, commercial, operations, technology and broader global, market, industry and social trends



Key Accountabilities & approximate time split (%)

 

Co-creation using design thinking (30%)

  • Work with business stakeholders to understand the power of design thinking and to identify suitable projects
  • Plan the co-creation workshops, including identifying the right attendees, planning the format, agenda, tools and techniques
  • Facilitate the co-creation workshops, ensuring the objectives are achieved
  • Co-ordinate the outputs from the workshop, including the creation of a prototype (typically within 6 weeks)
  • Collaborate with the triangle to evangelize the output of the workshop to get buy-in to the desired vision
  • Support the business in the creation of a business case

 

Delivery planning (20%)

  • Co-ordinate with Design to ensure that an appropriate research plan is built and executed
  • Work across the triangle to lead the definition of a minimum viable product (MVP) that can typically be achieved in 9 months
  • Work across the triangle to build a roadmap beyond the MVP
  • Leverage contacts and relationships across BBVA to ensure that the BBVA 7-Layer Global Product Framework is adopted
  • Co-ordinate across the triangle to get all stakeholders ready for the on-time start of delivery, for example, resource planning, work methods, stakeholder management, technology architecture, solutioning, process design etc.

 

Delivery (30%)

  • Support the triangle leads to ensure that project is progressing to plan
  • Facilitate problem solving, always maintaining the focus on the vision and the customer
  • Ensure that customer feedback strategies are included across the delivery phases

 

Champion of customer experience and design thinking (20%)

  • Remain abreast of new trends in a wide range of topics, such as global, market, industry, design, digital/technology, social trends
  • Share, evangelize and incorporate latest trends into BBVA’s toolkit and methodologies
  • Ensure sharing of knowledge across the team, building the collective toolkit and experiences

Qualifications

  • Must be bilingual (verbal/written) English/Spanish
  • 10+ years experience working in design, digital and/or product roles
  • Experienced in design thinking, service design methodologies
  • Combination of creative/innovation and delivery oriented
  • Generalist background – different departments, industries and companies / MBA or equivalent
  • Experience working in complex global organisations
  • Experience leading large projects, external and internal
  • Key personal traits – tenacity, interpersonal and communication skills, team worker, leading from the front, building relationships
  • Be able to travel as required (up to 25%)
  • Be able to support flexible hours to accommodate project peaks/troughs and different time zones

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