Customer Experience Designer/ Specialist (CX)

 A new role as a Customer Experience Designer/ Specialist (CX) is now available, reporting to the Head of Customer Experience & Design, your responsibilities will include: 

• Creating compelling end-to-end experiences for customers and product users, with a focus on reshaping the customer experience, maximising customer success and providing a superior experience in line with the organizations’s corporate strategic objectives. 
• Work in line with the Voice of the Customer framework to deliver valuable customer experience insights, maps and present findings through personas, end-to-end user journeys and experience maps. 
• Design and develop new and enhanced customer experiences in relation to products / services / processes, leveraging customer insights to deliver value to customers. 
• Support ongoing projects through design thinking methodologies and help embed design thinking within product / service development and process improvement across the organization 
• Support Service Design through stakeholder and customers interviews, industry and trends research, competitor analysis and benchmarking, and journey mapping 
• Assist in the CX Governance Framework to identify inefficiencies and customer pain points, designs of improved customer experiences & processes, and governance of their implementation with internal stakeholders 
• Map customer journeys to uncover and improve moments of truth and build a repository of customer journey maps in line with industry best practices 
• Provide input towards customer communication to ensure that it is unambiguous, in line with the organisation's brand values, well understood by customers, and communicated through the right channels

Skill-sets and Requirements

Analytical and excellent organization skills

Education & Experience

• Previous experience in Customer Experience or Human-Centred Design, with proven track record in end-to-end customer journey mapping and design thinking methodologies
• In possession of an MQF Level 6 qualification in Design (preferably Design Thinking, Design Research, Human Factors, or related field), and /or Marketing or equivalent.
• Working experience in Customer Service will be considered an asset

Job Reference: JO277