Talent Service Delivery & Experience Specialist

Talent Service Delivery & Experience Specialist

Location: Wrocław
Hybrid model: 2 days office/3 days remote

Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY.
 

The opportunity

The Talent Service Delivery and Experience Specialist will deliver the envisioned experience design strategy and support the design analysis for the Talent team and employees within EY. This role requires extensive knowledge in human-centered design and design thinking approaches. This role effectively collaborates on the employee experience initiatives with Talent Product Consultants to develop personas and user journeys for articulating the experience. The role will be responsible for undertaking process mining to take the footprints and generate a digital, interactive operating model that represents actual usage of processes, technology and roles and apply powerful analysis to bring new insights. This role will work closely with the Talent Solutions team to identify key connectors and translate these to activities and approaches for increased efficiency and effectiveness of Talent solutions. 

Your key responsibilities

• Identifying hidden inefficiencies, deviations and bottlenecks in process delivery that impact on the productivity of EY employees and the Talent function
• Monitor that the fastest process paths are used and make recommendations for targetedoptimization
• Track process delivery, identifying variations and deviations, and associated impacts and prepare a report for the Talent Service and Delivery Lead
• Monitor process flows, following up on process changes and make recommendations to Talent Product Owners for continuous improvement and increased efficiency through greater automation and standardization
• Collaborate and participate in continuous improvement initiatives across Talent Delivery including people, process, data, and technology for seamless solutions impacting employee experience
• Provide support in building people processes and frameworks that focus on inclusive employee experiences
• Support the Talent Service Delivery and Experience Consultant in synthesizing research, developing insights, generating concepts, and crafting strategies for improving employeeexperiences
• Target key moments that matter and focus to make each touchpoint better, faster, more efficient, integrating them into one coherent experience
• Map candidate and employee journeys aligned to business strategy people priorities.
• Independently develop Employee Personas, Content Engagement, Employee Journey maps - to identify every technology, process, capability, and transition needed to deliver a great experience
• In collaboration with Talent Process Owners, advise on the development of to-be processes by identifying inefficiencies in current processes
• Support continuous innovation and change priorities/projects in Employee Experience design
• Capture and monitor data to understand employee experience (in collaboration with ET, Talent Data Insights, and other Talent Service and Delivery colleagues)
• Support the reporting, insights and communications approach relating to employee experience through relevant platforms and dashboards

Problem-solving:

• Conduct root cause analysis to uncover root causes and document them
• Monitor and analyze process flows to ensure that the fastest process paths are used
• Make recommendations to Talent Product Owners for targeted optimization, continuous improvement and increased efficiency through greater automation and standardization

Analytical/decision-making responsibilities:  

• Gather market trends, internal data and insights to provide input to the experience strategy
• Analyze market trends and internal data to support the development of thought leadership that informs People Experience approach, capability, and outcomes
• Explore solutions for the business challenges and review with appropriate stakeholders and leads on the best-fit approach
• Identify emerging / existing opportunities of experience enhancement across function, develop associated business case to request investment and resource for implementation

Supervision responsibilities:

• A member of the Talent Service Delivery & Experience team, participate in meetings, collaborate with core and extended teams to ensure effective execution of priorities
• Receive regular supervision from Talent Service Delivery & Experience Lead to review priorities, performance, and development opportunities
• Participate in talent and cross-functional networks (as required) to communicate changes to strategy or solutions, share best practices and capture needs across the firm
• In relation to initiatives delivered by the Talent Portfolio team (as allocated): as SMR provide expert input on design, development, and deployment

Skills and attributes for success

• Understanding of business needs and of what matters to employees
• Understanding of the Talent strategy, function, and ways of working (especially of Global Talent function processes)
• Knowledge of experience trends, leading practices, services, and solutions, including employee listening approaches and design thinking
• Ability to participate in virtual teams and networks across diverse and dispersed geographies
• Ability to understand business requirements and co-create relevant solutions
• Ability to collect data from relevant sources and analyze, interpret, and evaluate results while creating needed reports and/or presentations
• Ability to partner effectively across EY and in particular the Talent ecosystem
• Ability to share insights and perspectives clearly across EY
• Ability to operate within budget and effective time frames
• Strong research and analytical skills to gather, monitor and interpret employee experience trends
• Ability to cope with ambiguity; to execute change and performance outcomes in a complex and agile environment

To qualify for the role, you must have

• Demonstrable experience in a closely related role; understanding of dynamics involved with implementing initiatives in a globally dispersed business.
• Experience of collaborating with Talent and cross-functional teams in interpreting business requirements and executing proposed solutions; participating in global virtual teams to enhance services, frameworks, processes and standards in area of People Experience (or similar)
• Demonstrable experience of interpreting trends, creating reporting, and developing detailed planning to achieve performance metrics in People Experience (or similar)
• Demonstrable experience of participating in the execution of strategic priorities on a global level and/or to a dispersed client base. Ideally with experience across both emerging and developed markets
• Demonstrable experience of operating across multiple levels of an organization, providing insights in People Experience (or similar) to diagnose root causes of performance gaps and recommend options for continuous improvements or stopping/changing talent services
• Demonstrable experience of working with third party vendors / external system implementors to deliver Digital solutions from design to enablement
• Experience of guiding colleagues through the embedding of change initiatives in global, matrix organizations (such as EY)
• Experience of working in fast-paced, ambiguous, stressful environments to deliver required results

Certification requirements:   

• Active membership in related professional bodies or industry groups is preferred, not required

Ideally, you’ll also have

• Due to global nature of the role, travel and willingness to work alternative hours will be required.
• Due to global nature of the role, excellent written and verbal English language skills will be required

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across ten locations –  Argentina, China, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

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