CX Designer

Responsibilities:

• Strategy & Roadmap: Responsible for building CX annual marketing strategy as well as creating the roadmap of innovative customer-centric activities.
• Ideal Journey Mapping: Create Current-State Journey Maps to identify pain points and design accordingly Ideal Future-State Journey Maps by leading regular CX workshops with product owners, UX designers, customer facing front liners, etc…
• Ideal Product Design: Create ideal product design guidelines & disciplines for all company products to ensure intuitive and customer-centric experiences.
• Stakeholder management: Leading the CX Squad defining the product backlog, also closely working cross-functionally with Pricing & decision support teams on financials, Marcom team on GTMs & communication Strategy, Digital team on the best digital experience, etc...
• Data Analytics & Reporting: Collect, track, and analyse customer feedback and suggest improvements accordingly by measuring CX performance metrics such as NPS.