CX Analyst

Boardroom Appointments; Randburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading recruitment agency seeks a CX Analyst to improve customer experiences by defining product purpose and market position. You will research customer needs, collaborate with design teams, and support development processes. The ideal candidate has 5–8 years of experience in Customer Experience Design, a degree in Technology/Information Management, and relevant Agile certifications. This role is pivotal in enhancing user experiences and driving product efficiency.

Qualifications

• Minimum of 5 - 8 years in Customer Experience Design.
• Minimum 5 years previous process modelling experience.
• Experience in Agile SDLC environment.

Responsibilities

• Research customer needs and product landscape.
• Create a road map defining product's purpose and features.
• Support development teams during the development life cycle.

Skills

Customer Experience Design

Process Modelling

Agile Methodologies

UX/UI Concepts

Microsoft Office Suite

Education

Degree / Diploma in Technology / Information Management

Relevant Qualification in Customer Experience Design

SAFe Agile certification

Tools

Asure DevOps

BPMN / UML

Sparx Enterprise Architect

Job description

As a CX Analyst, you'll be responsible for researching customer needs and understanding the product landscape. You will then create a road map to define your product's purpose, market position and key features/benefits. You will also work with business leaders on defining the direction of our products from an organizational perspective and help build out processes to make sure we are operating as efficiently as possible. As part of this role, you will work closely with design teams on improving user experiences by creating personas, sketches or wireframes that explain how customers use the application or feature in order to influence designs. You should have experience using UML diagrams such as BPMN / UML (Business Process Modeling Notation) or other visual models like

Requirements

• Previous experience using Asure DevOps considered an advantage
• Key Deliverables & Responsibilities (Among Others): o Identification of personas as input to CX Design
• Definition and documentation of successful customer outcome canvases
• Definition and documentation of customer narratives in line with actual business scenarios
• Identification of dependencies for automation in line with defined customer narratives
• Support development teams during the development and test life cycle
• Communicate and clarify required business context and requirements with the teams where required
• Participate and contribute in solution design sessions
• Identification of dependencies for automation in line with defined customer narratives
• Support development teams during the development and test life cycle

Qualifications

• Degree / Diploma in Technology / Information Management
• Relevant Qualification in Customer Experience Design (CPPM from IQ Business preferrable)
• SAFe Agile certification
• Minimum of 5 - 8 years in Customer Experience Design (for process engineering and customer experience)
• Minimum 5 years previous process modelling experience using known process modelling notations (BPMN / UML)
• Clearly articulating UX/UI concepts and rationale
• Experience in Agile SDLC environment User Experience and InteractionProficiency in Microsoft Office Suite
• Exposure to SAfe Agile methodology essential
• Modelling experience using Sparx Enterprise Architect for process modelling considered an advantage Experience using Asure DevOps considered an advantage