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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 digital solutions in sales, marketing and supply chain operations. 

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

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• Deliverables: Customer Journey Maps, Low-Fi Visual Prototypes, UX Wireframes, Complete High-Fi Design and Clickable Prototypes (Figma), User Testing, MVP Implementation, Product Backlog with epics, features, and user stories defined; Service Design Discovery and Ideation Workshops, Customer Research findings translated into 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 end-user / customer qualitative and quantitative 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 defined customer and end-user journeys for new digital solutions.

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