Mars Global Services (MGS) is transforming to deliver a world-class shared services organization that unleashes capabilities, culture, and technology to create value for the organization. With 3,000 Associates and 7,000 external partners worldwide, MGS is the powerful operational engine for Mars – creating conditions where our Associates maximize their impact and MGS innovates and scales to drive performance. As part of this transformation, we're taking a fresh look at how we engage our customers (internal and external partners) through an approach that is experience-led, process-driven, and technology-enabled.

What will be your key responsibilities?

• Accountable for leading change from the Mars Global Services (MGS) Strategy & Innovation Center; the professional will do the following: 

• Ability to influence and teach others through the organization about the value experience has in today's marketplace, using customer journey mapping to curate best-in-class Associate/ Customer experiences. 

• Ability to understand and create experiences from a 360-degree viewpoint and lead change in a matrix organization 

• Understand, teach, and implement components of Experience Management throughout the Mars Global Services (MGS) shared services division. 

• Work effectively across teams in our shared services to develop experience management capabilities while leveraging strong storytelling capabilities through any medium (voice and presentation) 

Qualifications:

• Post-secondary degree or global equivalent and three years of full-time XM experience (Voice of customer, end-to-end experience design and customer experience strategy), or Individuals without a Post-secondary degree will need five years of full-time XM experience (Voice of customer, experience design and customer experience strategy) 

• Certificates in XMP, CCXP, SHRM-SCP, SPHR, or global equivalent are highly preferred

• A proven track record of professional experience with Design Thinking, journey mapping, interviews and research, and behavioral science methodologies