Consumer Experience Designer Roma, Italy Commercial Lazio

Consumer Experience Designer Roma, Italy Commercial
Roma
Lazio, Lazio

Consumer Experience Designer

Be part of a revolutionary change

At Philip Morris International (PMI), we've chosen to do something incredible.

We're totally transforming our business and building our future on smoke-free products.

With huge change, comes huge opportunity.

So, wherever you join us, you'll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

In the role of Consumer Experience Designer you will analyse AS IS Consumer Journeys, you will identify improvement opportunities and design new solutions and ideas to define TO BE consumer experience along on every touchpoint (digital and physical).

You will work to achieve the company's short and long term objectives, aligned with the PMI's smoke free future vision.

This role is to design the best eco-system, including initiatives, channels and contents, in order to deliver the best omnichannel consumer experience across each steps of the Consumer Journey.

Your 'day to day'

- EXPERIENCE SERVICE DESIGN:

- Map and analyse Consumer Journeys to reveal bright & pain points in the omnichannel journeys;

- Coordinate co-creation sessions (with internal and external team member) and design the best solutions/processes/communications to improve consumer experience;

- Support Agile way of work in the organization, with personal participation in one of the Squads

Work on increasing collaboration, communication, and good spirit within the team and towards other commercial teams;

- Guarantee product multichannel experience across all steps of the Customer Journey, both offline and online.

- USER RESEARCH AND VOICE OF THE CONSUMER:

- Be the voice of the consumer for the all phases of the Consumer Journey, based on commercial insights and market researches;

- Define briefs for further Consumer Experience Market Researches and synthesize data from different sources to have a 360° overview of users and their journeys;

- Continuously assess and monitor consumer data and feedback to optimize consumer journey roll-out effectiveness;

- Test and assess internal assumptions and new solutions on the Consumer Journey.

- PROGRAM MANAGEMENT DESIGN:

- Support the design of new Programs and Projects, by analysing current opportunities, giving suggestions and insights to Program Owner based on Voice of the Consumer researches and analytics;

- Support the definition of new business models and improving the servitization of products

Design of the End2End Consumer Journey of new services, complete with details of micro-processes and interactions

- EXPERIENCE STRATEGIST END2END:

- Facilitate information sharing with other work streams and propose improvements of identified Customers Journeys pain points;

- Propose to all Program Owners the most impactful recommendation of Consumer Journey, for both consumer experience and business objectives;

- Identify synergies and gaps to propose solutions;

- Asses all current and potential new initiatives via Consumer Journey needs.

- MARKET OVERVIEW AND ANALYSIS:

- Coordinate benchmark analysis to identify best practices and new solutions;

- Analyse main technology and Business Model innovations to give suggestions, inspirations, and an active contribution to the "Ideation step" in Service Design Framework.

- DOCUMENTATION AND TOOLS:

Be a trainer for the Consumer Experience Team in the use of new Service Design tools and methodologies (Miro Board, Business Model Canvas, Service Blueprint. . . )

- H&S AND LEGAL COMPLIANCE

- Ensure adherence to Environmental, Health & Safety norms and regulations in own area of responsibility to maintain sustainable legal compliance in all these areas, while reducing potential accidents and losses;

- Ensure that all programs and activities are in full compliance with local market regulations of clustered markets, PMI Marketing Code and business policies and procedures.

Who we're looking for

- Graduation in Economics, Business Strategy, Management Engineering.

A Master in Consumer Experience Design is a huge plus;

- Proven experience in Consumer Experience Design role in structured and complex company;

- At least 5 or 6 years of experience in Marketing or Project management functions, of which 2+ years in Consumer Experience functions;

- Proven experience in projects governance, tracking, reporting;

- Strong communication Skills;

- Action oriented;

- Ability to impact stakeholders;

- Omnichannel expertise;

- Strong in planning, data and digital savvy;

- Good people activator and consumer-centric approach;

- Fluency in Italian and English languages;

What we offer

Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress.

Join PMI and you too can:

- Seize the freedom to define your future and ours.

We'll empower you to take risks, experiment and explore.

- Be part of an inclusive, diverse culture, where everyone's contribution