GBS User Experience and Solutions Trainee

Role title: GBS User Experience and Solutions Trainee

Location:

Budapest

Reports to:

GBS Head of User Experience and Solutions

ROLE PURPOSE

About GBS

Global Business Services acts as one to execute Sanofi Strategy. We secure our business and engage ourselves to transform Sanofi with our talented teams. GBS is a global support function that enables Consumer Healthcare Business Unit to deliver sustainable value and secure our roadmap execution, by accelerating simplification of our operations, introducing innovative and harmonized solutions through trusted partnerships.  

GBS mission is to contribute to CHC simplification by developing and implementing a new operating model to execute some of the financial & accounting processes (Account-to-Report, Customer-Invoicing-to-Cash, Source-to-Value, Master Data Management).

Global Business Services is aiming to deliver efficiency leveraging best in class methodologies (Lean management, Agile, Design thinking, Hoshin) and applying them concretely on Sanofi prioritized pipeline of strategic projects, while driving mindset and cultural changes.

About the role:

This position is part of the User Experience and Solutions (UX&S) stream within GBS CHC organization. User Experience and Solutions (UX&S) focus is to seamlessly connect Sanofi employees with the support teams and resolve their queries, driving customer centricity and user experience.

The User Experience and Solutions Trainee:

• Is a well versed in the the UX&S Core Model and portal tools capabilities
• Support key projects, enhancements and projects that requires coordination between different teams
• Ensure the correct implementation of some configuration in the tools agreed with the Business analysts/System Architects.

KEY RESPONSIBILITIES

GBS User Support Strategy:

• Contribute to the implementation of chatbot improvement ideas and to monitoring governance.
• Manage the entire chatbot lifecycle from design to implementation, testing, and maintenance.
• Collaborate with functional teams to identify opportunities to automate business processes using bots.
• Evaluate and select the appropriate Bot platforms to meet user needs.
• Manage tests, updates, and bug fixes to ensure the quality and reliability of automations and chatBots
• Collaborate with security and compliance teams to ensure compliance with corporate security and privacy policies.
• Regularly evaluate the performance of Bots and propose improvements to optimize their effectiveness.
• Train and support end-users to ensure successful adoption
• Participate in the management of the project strategy, in particular by collecting the data necessary for the development of dashboards in order to ensure the monthly monitoring of project monitoring.
• Work in collaboration with project teams and respond to their requests.
• Continuous development of dashboards and reports that offer user interaction related data insights for the GBS service lines we partner with
• Contribute to the development of metrics focused on the measurement of UX and related tools
• Support the expansion of the UX&S function’s clientele, drive related customer engagement and service quality enhancement

Project Portfolio Management:

• Implement all required initiatives to promote ServiceNow PPM across GBS.
• Define, implement, and then own the KPIs and tools to measure the Performance of ServiceNow PPM.

Transversal missions:

• Be representative on some important corporate projects where contributions are required.
• Drive on continuous improvement and quality assurance, propose areas which require improvement and potential gaps fix in the processes/ solutions / technologies / knowledges / automations etc. in collaboration with the GBS team leaders, Digital ITSM teams and Expertise teams.
• Support GBS Service Line team leaders all over the world to improve their self-service offers.

Background & Key competencies

Skills & Competencies / Language

• Capacity to interact with senior management and propose solutions and recommendations to be considered by stakeholders.
• Excellent communication in English and networking & interpersonal skills
• Ongoing university studies
• High level of interpersonal/communication skills with an ability to communicate and present on different levels in the organization
• Effective business partnering and customer relations management
• Advanced experience in MS Excel
• Interest in technology and project management
• Fluency in English