London, United Kingdom





Job ID


Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business, and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom dream up and deliver, better, brighter solutions and the space to move your career forward in endlessly different directions. The Consumer Group is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver better, science-backed alternatives to millions of adult smokers around the world. It is only by focusing on our strategic priorities and the right organization, fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives, that we will be able to deliver a smoke-free future! Here, you can make a difference. You can shape the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change in the lives of smokers on their way to better alternatives. You’ll develop your skills; collaborating across functions, markets and regions. If you want to make a life-changing impact on consumers, there’s no better place! For our Consumer Programs, Retention and Advocacy team in London, UK, we are therefore looking for a Manager Design for Service. In this position you will drive the service and/or product improvement ideas to facilitate device diagnosis and compensatory activities when an IQOS or other HNB user faces device related issues. Develop the diagnostic process for every customer facing touchpoint (online and offline) ensuring a proper balance between Customer Satisfaction, Customer Effort Score and Cost to Serve and Non Fault Found. This role reports into the Global Head of Retention & Advocacy with a dotted line to the Head of Product Service Delivery. You will: • Design and deploy the diagnostic mechanics to be used in every channel (L0) minimizing the gaps with L1 in a consumer friendly way. • Identify most common device issues and/or inefficiencies when servicing faulty devices. • Continuously improve the diagnostic mechanics optimizing Customer Effort and Diagnosis reliability (NFF). • Lead the feedback loop to platforms and product organizations to improve the product design in regards to serviceability. • Identify the main errors causing NFF and brief platform and product teams on product improvement initiatives to optimize performance. • Highlight product improvement pipeline based on L0 data. • Drive the preparation of the global materials for consumer/frontliner communication in regards to device diagnosis (eg. Training materials, global talking points, etc). • Drive the system requirements to ensure the proper application and governance of device diagnosis processes and practices through business case preparation, project management and user acceptance testing. • Co-create fault-tree with markets by testing and do continuous improvements. • Provide ongoing support for regions/ markets. • Provide Input to enhance usability and minimize device returns. We’re looking for someone with: • University Degree in Electronics/Design Engineering or related field. MBA is a plus • 5 years of experience in B2C management roles with a strong background in Service / Product Design • Experience working in international matrix organizations • Strong experience in technical service design, experience in device design a plus • Project management skills • Drive for results, Change Management • Knowledge and understanding of consumer experience, customer journey and service values • Cultural sensitivity towards service products excellence 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 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. • Take pride in delivering our promise to society: to improve the lives of a billion smokers. PMI is an Equal Opportunity Employer #Lijobs