Specialist Customer Experience Design
Minimum requirements:
- Degree in Industrial or Process Engineering, Statistical Analysis or related
- A minimum of 3-5 years in Customer Experience Design
- Experience designing complex solutions for digital environments
- Clearly articulating concepts and rationale
- Proficiency in Microsoft Office Suite
Responsibilities:
- To design customer experiences using the Steve Towers Customer Experience Management Method for the products, new concepts and innovations across the company, in brand-specific experiences, portfolio-wide strategies, and discipline focused initiatives.
- To design from the Moments of truth, through all levels of the customer performance landscape Key
- Implement Customer Experience (CX) strategy and philosophy throughout the projects and processes worked on
- Deliver the organisations strategy through customer experience design and redesign initiatives throughout the organisation
- Develop and support activities to improve customer and employee experience
- Participate and assist in the development and management of the customer experience transformation roadmaps
- Develop organizational leading and lagging indicators
- Collaborate with resources and internal stakeholders to ensure that the design requirements adequately reflect the defined business processes and fully lead all components of the functional business requirements
- Translate customer experience designs into customer requirements
- Represent the customer in internal meetings regarding new business initiatives and/or changes
- Collate and submit accurate weekly and monthly departmental reports indicating developments, feedback and achievements
- Champion, develop, and sustain a continuous improvement culture within the organization, division or department
- Promote and drive the adoption of continuous improvement and customer experience throughout the organisation.
- Customer Experience Design Design customer experiences using the steve towers customer experience management method
- Define a customer performance landscape as per the CEM Method
- Define process dashboard reporting requirements in customer journey designs
- Design functional solutions to complex challenges
- Provide event follow-ups to monitor the progress of projects, assure timely action, early intervention, appropriate support and achievement of expected tangible benefits
- Follow-up after the completion of events to ensure the improvements/benefits have been sustained
- Deploy the Steve Towers Customer Experience Management Methodology across the organization through all CX design initiatives Research and Analysis
- Obtain customers' requirements and needs throughout the product and service development lifecycle
- Track the latest consumer trends, ideas and concepts to use as a key input to innovations
- Keep the digital interface functional and easy to use based on user behavior insights and analyses
- Use research-related services, theories, methods and in-depth knowledge of customer experience best practices to support recommendations
- Plan, execute and report on user research studies on a regular basis
- Promote usability best practices and conduct usability tests and research
- Proactively identify potential risks to the customers or business and drive the continuous improvement process to eliminate or mitigate risk exposure
- Work with consultants and research companies to drive the change agenda to improve customer experience and drive customer loyalty
- Drive initiatives to reduce work effort and improve efficiency and customer experience
- Adhere to statutory regulations, organisational standards, policies and procedures
- Provide specialised and technical support to internal and external stakeholders to ensure achievement of functional and organisational objectives
- Build, support and maintain healthy, diverse internal and external relations and implement remedial actions where required,