Experience Inc. Jobs

Service Management Consultant

• Location Prague, Czechia

• Job ID 0000019173

• Category Quality Management

Job Description

Want to help transform end-user experience and service management at the LEGO Group, driving visibility, technology adoption, and change? Join our BSO Service Experience team to lead Service Management and Employee Experience projects. You'll play a crucial role in integrating GenAI into our processes, enhancing efficiency, and shaping the future growth of our company as we build for tomorrow!

Core Responsibilities

• Translate Service Management & Partner Experience vision into practical initiatives which go across the whole BSO organization and bring more efficiency and value

• Proactively find opportunities to improve based on available data and information, suggest improvements accordingly

• Create excitement and get consensus for Service Experience topics across multi-functional services, build strong partnership with your partners (BSO Leadership Team, BPI etc.)

• Create visibility and transparency across our end-to-end tier support model and form excellent partnerships throughout

• Work closely with our Service Desk and lead global Service Desk initiatives e.g. knowledge base, self-service and problem solving

• Partner with the Service Management Digital Product team to turn problems and opportunities into value

• Challenge the status quo, experiment and work Agile

• Embed Service Management capabilities by training and guiding user groups

This is a maternity cover opportunity until June 2026.

Play your part in our team succeeding

The Service Management team is the glue between the Service Delivery team and BSO end-users. We aim to provide a fantastic experience by delivering a personalized experience to our partners whilst driving improvement and self-service.

Become part of a fun, dynamic, and diverse team within the BSO, where you will have the opportunity to innovate and grow alongside experienced colleagues.

Do you have what it takes?

• Experience working within Global Business Services/Shared Services

• Examples of influencing and managing partners; inspiring change and forming excellent relationships

• Proactive and positive approach

• Solid understanding of Service Management framework and capabilities, understanding of User Experience

• Lean & Continuous Improvement approach and behavior

• Experience using Service Management tools such as ServiceNow or JIRA would be an advantage

• Ability to work with data, to analyze and interpret them

• Fluent English

No relocation assistance is offered for this position.

#LI-HS2

#LI-Hybrid

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.