Executive Administrator

Atrium Hr Consulting Ltd; Gauteng; On-site; ZAR 30 000 - 70 000; Full time

Job summary

An innovative firm seeks a passionate leader to drive user experience design and customer experience strategy. This role involves managing the design capability, executing digital strategies, and ensuring a market-leading position in customer experience. You will implement customer experience initiatives, lead research efforts to understand customer needs, and develop strong stakeholder relationships. If you are ready to make a significant impact and lead a talented team in transforming customer experiences, this opportunity is for you.

Qualifications

• Proven experience in user experience design and customer experience strategy.
• Strong analytical skills to assess customer needs and expectations.

Responsibilities

• Lead the design and implementation of customer experience initiatives.
• Conduct research and analysis to enhance customer interactions.

Skills

User Experience Design

Agile Methodologies

Design Thinking

Customer Experience Mapping

Stakeholder Management

Data Analysis

Education

Bachelor's Degree in Design or Related Field

Relevant Certifications in UX

Tools

Prototyping Tools (e.g., Figma, Sketch)

Customer Journey Mapping Tools

Job description

Job Location :

Gauteng, Johannesburg

Deadline :

April 07

Job Purpose

Lead the management of the user experience design capability of Telesure, innovating processes, developing resources, and ensuring that the capability remains in a market-leading position.

Responsibilities

1. Customer Experiences Implementation : Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.
2. Design and Conceptualization : Produce multiple concepts and prototypes to design digital products/services.
3. Digital Strategy / Transformational Projects Execution : Execute and deliver elements of the digital road map, leveraging agile and design-thinking principles to drive sustainable implementation.
4. Customer Experience Mapping : Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
5. Customer Experience Strategy : Perform analyses that contribute to understanding the needs and expectations of different customer segments and make recommendations that could impact the CX strategy.
6. Customer Needs / Experience Research : Complete research and analyze data to develop and support a sound understanding of customer segments, trends, needs, and expectations.
7. Stakeholder Management : Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, develop positive relationships, and ensure each stakeholder has an appropriate share of voice.
8. Product / Service Development : Deliver defined features, functionality, or outcomes from designated development or engineering programs, selecting the best available approach within established systems.
9. Leadership and Direction : Communicate the local action plan; explain how it relates to the function's strategy and the organization's mission and vision; motivate people to achieve goals.
10. Performance Management : Develop and propose own performance objectives; manage team performance, set objectives for team members, and take corrective actions as needed to ensure objectives are met.