Specialist Customer Experience Design

Boardroom Appointments; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Boardroom Appointments is seeking a Specialist in Customer Experience Design in Johannesburg. You will design customer experiences across products and initiatives using CX methodologies and collaborate with cross-functional teams to embed CX thinking.

You will translate customer needs into actionable design requirements, define performance indicators, and drive continuous improvement in customer and employee experiences, aligning with company strategy.

Qualifications

• Degree in Industrial or Process Engineering, Statistical Analysis or related.
• 3-5 years in Customer Experience Design.
• Experience designing complex digital solutions.
• Clearly articulating concepts and rationale.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Design customer experiences using the Steve Towers CXM method across products and initiatives.
• Design from Moments of truth through the customer performance landscape.
• Implement CX strategy and philosophy across projects and processes.
• Deliver the organisation's strategy through CX design initiatives.
• Develop activities to improve customer and employee experience.
• Participate in developing and managing CX transformation roadmaps.
• Develop leading and lagging indicators for CX metrics.
• Collaborate with stakeholders to reflect business processes in design requirements.
• Translate CX designs into customer requirements.
• Represent customers in internal meetings on new initiatives.
• Submit weekly and monthly department reports on progress.
• Promote continuous improvement culture within the organisation.

Skills

Customer Experience Design

Communication skills

Education

Industrial or Process Engineering

Statistical Analysis

Tools

Microsoft Office Suite

Job description

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