Suzanne Leopoldi-Nichols

President of Global Business Services UPS, USA

Day Two: Wednesday, 30th September 2020

Friday, October 30th, 2020

9:10 AM UPS: Building Standardized Shared Services Across 220 Countries and Driving A Customer Centric Approach To Service Design

Having grown and developed their multifunctional shared services model, UPS were able to expand to a Global Business Services (GBS) across every continent around the globe. The next step is their GBS 3.0 strategy. Already having positioned themselves as a business partner in 82 GBS hubs through a continuous improvement strategy, they are now focusing on how they can drive a design thinking approach to bring the focus back to customer need. In this session, Suzanne will share lessons learned in the build and expansion of GBS and will talk of how UPS plan to deliver more intelligent and expansive services.

• GBS 1.0 & 2.0 - The build and expansion of GBS on every continent, across 220 countries and territories

  • Going global and lessons learnt
  • Automation and early IA experimentation

• Standing up verticals to support the business model as a strategic ‘value add’ business partner

• GBS 3.0 – driving an end to end model and a design thinking approach: workshopping a catalogue of services

• The demand management process and building a cadence of customer contact & awareness