Specialist Customer Experience Design

Minimum requirements:

• Degree in Industrial or Process Engineering Statistical Analysis or related
• A minimum of 35 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 brandspecific experiences portfoliowide 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 followups to monitor the progress of projects assure timely action early intervention appropriate support and achievement of expected tangible benefits
• Followup 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 researchrelated services theories methods and indepth 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 in the achievement of organisational goals