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