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ROLE: SERVICE DESIGN DIRECTOR

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• Business Need: To accelerate digital evolution of Pepsico leveraging AI and data science capabilities, while focusing on end-user and customer experience.

• To enable growth and efficiency through implementation and adoption of new user-centric digital solutions across sales, marketing and supply chain operations. 

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• Approach: Leverage Service Design methods to research business opportunities and end-user needs, define new solutions, detail interactions through user flows and customer journeys, and deliver user-centric, intuitive and aesthetically enjoyable digital products across Pepsico operations.

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• Deliverables: Customer Journey Maps, Low-Fi Visual Prototypes, UX Wireframes, Complete High-Fi Front-End Design and Clickable Prototypes (Figma), User Research and Testing, MVP Implementation, Defined Product Backlogs with epics, features, and user stories; Service Design Discovery and Ideation Workshops, customer research findings translated into digital strategy & transformation roadmap. 

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Since mid 2022 led a multidisciplinary Service Design team in Barcelona Digital Hub to design new digital solutions for PepsiCo, conduct end-user and customer research,  

and enable user- centric digital transformation across sales, marketing and supply chain.​Using design thinking methods tackled business problems and defined digital solutions to identified opportunities (research, workshops, customer journey mapping, proposition design).

 

Managed design squad allocated to digital transformation programs, to design new digital solutions powered by advanced data science algorithms to enable data informed product decisions, optimisation of manufacturing labor and supply chain management.

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Managed qualitative and quantitative customer research to analyze and capture ‘as-is’ customer journeys in visual format, and to identify opportunities for improvements and new digital features ( across Europe and North America sales and manufacturing operations). In collaboration with cross-functional teams (Data Science, Product, Technology, Marketing, Supply Chain) defined customer and end-user journeys for new digital solutions.

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