About the job Specialist Customer Experience DesignDegree in Industrial or Process Engineering, Statistical Analysis or relatedA minimum of 3-5 years in Customer Experience DesignExperience designing complex solutions for digital environmentsClearly articulating concepts and rationaleProficiency in Microsoft Office SuiteResponsibilities: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 KeyImplement Customer Experience (CX) strategy and philosophy throughout the projects and processes worked onDeliver the organisations strategy through customer experience design and redesign initiatives throughout the organisationDevelop and support activities to improve customer and employee experienceParticipate and assist in the development and management of the customer experience transformation roadmapsDevelop organizational leading and lagging indicatorsCollaborate 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 requirementsTranslate customer experience designs into customer requirementsRepresent the customer in internal meetings regarding new business initiatives and/or changesCollate and submit accurate weekly and monthly departmental reports indicating developments, feedback and achievementsChampion, develop, and sustain a continuous improvement culture within the organization, division or departmentPromote 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 methodDefine a customer performance landscape as per the CEM MethodDefine process dashboard reporting requirements in customer journey designsDesign functional solutions to complex challengesProvide event follow-ups to monitor the progress of projects, assure timely action, early intervention, appropriate support and achievement of expected tangible benefitsFollow-up after the completion of events to ensure the improvements/benefits have been sustainedDeploy the Steve Towers Customer Experience Management Methodology across the organization through all CX design initiatives Research and AnalysisObtain customers' requirements and needs throughout the product and service development lifecycleTrack the latest consumer trends, ideas and concepts to use as a key input to innovationsKeep the digital interface functional and easy to use based on user behavior insights and analysesUse research-related services, theories, methods and in-depth knowledge of customer experience best practices to support recommendationsPlan, execute and report on user research studies on a regular basisPromote usability best practices and conduct usability tests and researchProactively identify potential risks to the customers or business and drive the continuous improvement process to eliminate or mitigate risk exposureWork with consultants and research companies to drive the change agenda to improve customer experience and drive customer loyaltyDrive initiatives to reduce work effort and improve efficiency and customer experienceAdhere to statutory regulations, organisational standards, policies and proceduresProvide specialised and technical support to internal and external stakeholders to ensure achievement of functional and organisational objectivesBuild, 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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