Specialist Customer Experience Design

Minimum requirements:

• 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