Lead - Business Design Customer Service & Support

Philip Morris International UK

Location: Greater London

Job Type: Full time

Last updated

The most difficult thing is the decision to act, the rest is merely tenacity.
- Amelia Earhart

Business Design Lead for Customer Service and Support

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver, better, brighter solutions in a space that allows you to move your career forward in endlessly different directions.

The Smoke Free Product function is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver smarter, science-backed alternatives to millions of adults around the world who would otherwise continue to smoke.

It is only by focusing on our strategic priorities and the right organization that we are fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives to cigarettes - a smoke-free future.

Here, you can make a difference. You can craft the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change for the benefit of adult smokers on their way to better alternatives.

You’ll develop your skills; collaborating across functions, markets and regions. If you want to play a part in driving one of the biggest societal changes of our time, there’s no better place!

For our Technical Pillar within the global Customer Service Team we are therefore looking for a Business Design Lead for Customer Service and Support.

The overall purpose of this position will be a major contribution to the ongoing process of digital transformation of PMI, with focus on the transformation of the Customer Services domain.

Key responsibilities will include processing of the prioritized business demand, identifying the most efficient way of fulfilling the business need while ensuring the global business processes are respected, ensure these processes are enabled by the Global IT platforms.

You will:

  • Ensure the prioritized demand applicable for one of our consumer engagement platforms is decomposed into clear business objectives and confirmed. Identify the stakeholders behind the demand. Facilitate all required communications to identify and document the business objective(s) behind demand. Represent and defend if needed Customer Service strategy during analysis of the business objectives.
  • Lead project derived business objectives on the Global Business Process Map in order to derive the most efficient way(s) of achieving them, as well as project collected business objectives on available value chain to identify the available options. Design and document options allowing to achieve the business objectives in a form of Functional Requirements Document (FRD). Perform the estimation of the business resources required to implement the change.
  • Define and document the requirements for the solutions enabling the business processes. Ensure documentation is done according to established Standards. Facilitate acceptance of requirements by all parties involved. Facilitate engagement with IT department in order to identify the most efficient way of enabling the business process. Defend the Customer Service strategy during discussions with IT.
Document all discussion points. Monitor precision of the efforts estimation for the change from IT side.
  • Supervise the IT development of confirmed changes. Lead acceptance of deliverables according to established process. Actively supervise the Development team during their work on changes. Immediately address any deviations during development. Create the test scenarios for planned change.
Test and accept the change to ensure all requirements are met and no regression provoked.

We’re looking for someone with:

  • Master’s Degree in Engineering preferably
  • Confirmed experience in Programs / Projects linked to System development
  • Knowledge of Business Analysis
  • Expertise with Business Process Modeling Notation (BPMN) and Tools enabling BPM,
  • Knowledge of ISO 16175-1:2020 is an advantage

What we offer:

Our success depends on the people 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 is respected; collaborate with some of the world’s best people and feel like you belong.
  • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.

PMI is an Equal Opportunity Employer

You’ve got this!