Specialist Customer Experience Design, Johannesburg

About the job Specialist Customer Experience Design

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, in the achievement of organisational goals

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