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User Experience Lead

User Experience Lead

  • Location Malaysia - Central - Kuala Lumpur
  • Travel required No
  • Job category Procurement & Supply Chain Management Group
  • Relocation available No
  • Job type Professionals
  • Job code 129927BR
  • Experience level Intermediate
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Job summary

The User Experience Lead role is responsible for delivering a strong user experience for our internal end users through the development and deployment of our User Support Strategies. The main purpose of the role is to assure internal end users are enabled to follow a compliant and efficient Procurement process. As an expert in Procurement processes, operations, strategies and organizations, key responsibilities include:

  • Acting as the 2nd line to identify, resolve and develop solutions to specific queries and systemic operational problems which cannot be resolved by the 1st Support Team (Helpdesk)
  • Participating in the development and delivery of professional guidance and technical coaching to the Helpdesk Team
  • Collaborating with various Operational Excellence teams to improve GBS Procurement’s ability to execute within Procurement systems and operations
  • Contributing to the implementation of the CIS and myProcurement organization’s strategy by delivering on the priorities of the organization
Responsibilities
  • Issue resolution
    • Be the Subject Matter / Technical Expert for systems and processes within the myProcurement remit and act as a 2nd line support for complex queries
    • Extensive knowledge on end to end process for Source to Pay and a detailed understanding of GBS Procurement execution strategies
    • Develop relationships with key interfaces and stakeholders including high frequency users, Category Leadership, Sourcing and I&E
    • Lead Cross Functional teams focused on addressing the most complex issues
    • Lead and coordinate the team in ensuring we run a RCA process designed to identify opportunities to improve GBS procurement operations or processes with the goal of reducing the need for future support. Participating and accountable for RCA proces
    • Closely monitor open IT Tickets and raise Change requests if current tool (Ariba, Guided Buying, Salesforce) functionality does not cover Business
  • Project support
    • Focalpoint for key deployments involving changes to GBS Procurement Operations
    • Coordinate and lead Regression Testing (RT) as per the requirements
    • Perform User Acceptance Testing (UAT) and ad hoc testing in case of required
  • GBS Procurement centers end user training and knowledge support
    • Develop the training strategy including: Audience, Schedule, Content, Facilitator
    • Drive and lead End User trainings as per the requirements
    • Create closed feedback loop to drive CI, drive to improve FAQ and knowledge materials on myProcurement
  • In conjunction with the Knowledge Management team own the creation and deployment of critical Self-Help support materials (FAQs, job aides, quick reference, etc.) in support of our S2C P2P systems
  • Own and execute our End User Engagement Strategy including:
    • Propose and deliver engagement strategy
    • Provide training/coaching to end users to upskill users on the relevant systems
  • Execute against the Escalation or Prioritization process as needed
  • Main contact for the Operational Excellence teams to optimize the user experience through identifying and executing on process improvement opportunities
Requirements
  • Experience in continuous improvement tools and techniques such as Kaizen, Lean or Six-Sigma, Agile
  • Relevant educational background or equivalent experience
  • 5+ years of experience in Procurement Operations or equivalent
  • Expert in S2C and P2P systems, processes and deployments
  • A deep understanding of the Procurement Organization
  • Excellent communication and interpersonal skills
  • Experience leading and implementing strategic solutions within cross functional teams
  • Demonstrated ability to work cross organizationally to resolve complex issues
  • Strong project management experience
  • Experience working cross culturally in an international environment
  • Resilient and experienced in working in multi-faceted environment
  • Procurement experience across Operations, Sourcing and Category
  • Experience in developing training content
  • Led and implemented CI initiatives
  • Experience leading high complexity projects

The User Experience Lead role is responsible for delivering a strong user experience for our internal end users through the development and deployment of our User Support Strategies. The main purpose of the role is to assure internal end users are enabled to follow a compliant and efficient Procurement process. As an expert in Procurement processes, operations, strategies and organizations, key responsibilities include:

  • Acting as the 2nd line to identify, resolve and develop solutions to specific queries and systemic operational problems which cannot be resolved by the 1st Support Team (Helpdesk)
  • Participating in the development and delivery of professional guidance and technical coaching to the Helpdesk Team
  • Collaborating with various Operational Excellence teams to improve GBS Procurement’s ability to execute within Procurement systems and operations
  • Contributing to the implementation of the CIS and myProcurement organization’s strategy by delivering on the priorities of the organization
Responsibilities
  • Issue resolution
    • Be the Subject Matter / Technical Expert for systems and processes within the myProcurement remit and act as a 2nd line support for complex queries
    • Extensive knowledge on end to end process for Source to Pay and a detailed understanding of GBS Procurement execution strategies
    • Develop relationships with key interfaces and stakeholders including high frequency users, Category Leadership, Sourcing and I&E
    • Lead Cross Functional teams focused on addressing the most complex issues
    • Lead and coordinate the team in ensuring we run a RCA process designed to identify opportunities to improve GBS procurement operations or processes with the goal of reducing the need for future support. Participating and accountable for RCA proces
    • Closely monitor open IT Tickets and raise Change requests if current tool (Ariba, Guided Buying, Salesforce) functionality does not cover Business
  • Project support
    • Focalpoint for key deployments involving changes to GBS Procurement Operations
    • Coordinate and lead Regression Testing (RT) as per the requirements
    • Perform User Acceptance Testing (UAT) and ad hoc testing in case of required
  • GBS Procurement centers end user training and knowledge support
    • Develop the training strategy including: Audience, Schedule, Content, Facilitator
    • Drive and lead End User trainings as per the requirements
    • Create closed feedback loop to drive CI, drive to improve FAQ and knowledge materials on myProcurement
  • In conjunction with the Knowledge Management team own the creation and deployment of critical Self-Help support materials (FAQs, job aides, quick reference, etc.) in support of our S2C P2P systems
  • Own and execute our End User Engagement Strategy including:
    • Propose and deliver engagement strategy
    • Provide training/coaching to end users to upskill users on the relevant systems
  • Execute against the Escalation or Prioritization process as needed
  • Main contact for the Operational Excellence teams to optimize the user experience through identifying and executing on process improvement opportunities
Requirements
  • Experience in continuous improvement tools and techniques such as Kaizen, Lean or Six-Sigma, Agile
  • Relevant educational background or equivalent experience
  • 5+ years of experience in Procurement Operations or equivalent
  • Expert in S2C and P2P systems, processes and deployments
  • A deep understanding of the Procurement Organization
  • Excellent communication and interpersonal skills
  • Experience leading and implementing strategic solutions within cross functional teams
  • Demonstrated ability to work cross organizationally to resolve complex issues
  • Strong project management experience
  • Experience working cross culturally in an international environment
  • Resilient and experienced in working in multi-faceted environment
  • Procurement experience across Operations, Sourcing and Category
  • Experience in developing training content
  • Led and implemented CI initiatives
  • Experience leading high complexity projects

Apply Search all jobs at bp