The Role Responsibilities
Job Role
ITSM has invested in replacing two-decade old (oneIT) Remedy platform with state-of-the art (myIT) digital platform powered by ServiceNow.
We have recently launched myIT (portal) and myIT (mobile) for servicing our internal customer needs of IT services. Our aspiration is to provide a single pane of employee experience with connectedness across HR, IT, Property and other services.
As a User Journey Transformation Expert, you will play a critical role in enhancing the user experience of our IT services through innovative design thinking and human-cantered approaches.
Strategy
· Develop and execute a comprehensive strategy for the transformation of user journeys within the myIT Portal and mobile app, aligning with the broader goals of the ITSM team.
· Drive the vision for enhancing employee experiences through innovative design thinking and human-centered design methodologies.
· Continuously evaluate and refine the user journey transformation strategy based on evolving employee needs, market trends, and technological advancements.
Business
· Collaborate closely with cross-functional teams to ensure that user journey transformations align with business objectives and contribute to cost optimization.
· Identify opportunities for productivity enhancement, cost optimization, and operational efficiency through improved user experiences.
· Participate in pitches to ET Leadership and RF for funding requirements, leveraging your expertise to secure new projects and partnerships.
Processes
· Define and optimize end-to-end processes related to user journey transformation, from ideation to implementation.
· Implement agile methodologies and KPI-driven approaches to streamline project delivery and measure the success of transformation initiatives.
· Continuously assess and improve processes to enhance efficiency and effectiveness in achieving user journey objectives.
People and Talent
· Lead and grow teams dedicated to user journey transformation, fostering a culture of innovation and excellence.
· Mentor and coach junior team members, helping them develop their skills and expertise in design thinking and human-centered design.
· Oversee team operations, including demand management, resource utilization, and resourcing.
Risk Management
· Identify potential risks associated with user journey transformations and develop mitigation strategies to ensure project success.
· Implement robust quality assurance and testing processes to minimize the risk of user-facing issues or disruptions.
· Ensure compliance with data privacy and security regulations throughout the transformation process.
Governance
· Establish clear governance structures for user journey transformation initiatives, including roles, responsibilities, and decision-making processes.
· Regularly report on the progress of transformation projects to senior management and stakeholders.
· Ensure that all transformation activities adhere to Standard Chartered Bank’s internal policies and guidelines.
Regulatory and Business Conduct
· Display exemplary conduct and live by the Group’s Values and Code of Conduct.
· Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
· Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
· Regional / Domain CIO’s
· Domain Heads - Technology domains
· ServiceNow Product owners
· ServiceNow User representatives
· Risk and Control Functions
Other Responsibilities
· Embed Here for good and Group’s brand and values in ET-ITSM
Our Ideal Candidate
· To excel in this role, you should possess the following qualifications and experience.
Experience
· 10 years’ experience in user journey transformation and CX leadership roles within financial services and other industries.
Design Thinking
· Proven experience in applying design thinking and human-centered design principles to drive innovation and improve user experiences.
Team Leadership
· Demonstrated ability to lead and grow teams, manage operations, and mentor junior members.
Business Development
· A history of leading and contributing to business development pitches.
Agility
· Familiarity with agile methodologies and a results-oriented approach to project delivery.
Role Specific Technical Competencies
· UX / UI / CX
· Service Design
· Product Management
· Design Thinking and HCD
· Systems Implementation
· Scrum Certified
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:
· Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
· Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
· Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
· Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
· Time-off including annual, parental / maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
· Flexible working options based around home and office locations, with flexible working patterns
· Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
· A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
· Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers
