JOB DETAILS:
Job Purpose Statement
The primary responsibility of the Experience Designer is to define and oversee overarching customer engagements and experiences, which represent the ideal end-to-end customer journeys across numerous touchpoints and result in a service experience that meets the needs and preferences of the users.
Key Accountabilities (Duties and Responsibilities)
Financial (10%)
• Improved customer life time value through continuous improvement in service delivery
• Getting it right the first time through design thinking sessions and incorporating customer feedback to reduce revenue loss through journey reworks.

Internal Business Processes (50%)
• Collaborate with the insights counterpart to identify and prioritize research needs.
• Working with other squads to drive User experience design from research to development to drive deep insights on customer journey performance

• Design outstanding E2E Digital First Customer Journey Mapping.

• Provide expert advice in User Experience Design that brings customer journeys to life.
• Clearly articulate user challenges and user needs through use of storyboards, user journeys, user personas, empathy maps and other design artifacts to guide the design process.

• Translate research insights into product/feature requirements and/or design recommendation.
• Identifying top priorities to improve customer experience and then align with the business for prioritization, e.g. what will create pain relievers for our customers.
• Facilitate and run design-thinking experiments to gain confidence in the direction of the overall project or product improvements.

• Collaborate with cross-functional teams and squads to ensure that design solutions meet business goals and user needs.
• Creating and verifying user assessment tests.
• Conducting usability testing and other user feedback activities to continuously improve user experience, increase customer retention and Conversion rate.
• Iteration and refinement using the feedback from usability testing to make improvements to the design and iterate through the design process until the product or service meets the user's needs and expectations.
• Testing and analyzing recently released products/features to identify potential areas of improvement.
• Continuous monitoring and updating a product or service based on user feedback and market needs.

Customer (30%)
• Bi- Monthly feedback sessions with cross functional teams
• Weekly team meetings to brainstorm on initiatives.
• Achieve 50% reduction on top customer escalations through product improvement initiatives.
• Reporting and updating the issues on the tracker on a weekly basis.

Learning & Growth (10%)
• Stakeholder empowerment - Identification of Business Partner and internal support teams training needs and gaps, and co-coordinating with training team for scheduling and Coordination of new product training for support teams i. e Contact center and LOOP store staff.

• Personal Growth - Manage personal learning and development against personal develop plan

Job Specifications
Academic:
• A Bachelor’s degree in Commerce, Marketing or related field of study from a recognized university.
• Certification as a research analyst will an added advantage
• Experience design certification will be an added advantage

Desired work experience: 

• At least 3 years working experience in a customer service environment and/or customer insights & analytics
• Familiarity with both quantitative and qualitative research methods + research best practices.
• Hands-on experience in building data-driven models and dashboards
• Knowledge of data protection act 2019

Job Dimensions
Technical Competencies
• Analytical and financial skills to identify and drive impactful client experience transformation across critical omni-channel journey
• Expertise in insights generation to drive positive outcomes in customer experience using experience management tools such as Customer Journey maps, personas etc.
• Ability to concurrently prioritize and manage multiple projects of varying degrees of size and scope
• Capable of leading diagnostic and co-creation sessions with internal partners to transform critical journeys
• Strong sense of accountability, decisiveness, proactivity, and intellectual curiosity with the ability to work independently and take ownership.

Behavioural Competencies
• Excellent planning and organizational skills with ability to breakdown complex items to actionable elements.
• Relate easily and naturally with executives, business managers, technical teams and customers. Has excellent listening skills and understands the desires and challenges of all our leaders and customers.

• Leadership Skills: Team Building and ability to train, develop and mentor staff; Presents new challenges and opportunities to the team to enable them to demonstrate and achieve their full potential; encourages and inspires team learning
• Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always Win/Win
• Innovative - Creative and adaptive to change. A team player who is supportive of other’s ideas and innovations, collaborates in a culture of knowledge-sharing and team learning to strengthen the organization’s work
• Reliable: Ability to take responsibility and exercise it well. A flexible and “hands on” approach
• Possess broad knowledge of business and has an interest in market trends. Have intricate knowledge of our business: its vision, mission, strategy, values and how it operates.
• Clearly communicate and share the planned cyber initiatives, reports, and risks with executives, business leaders, and stakeholders across the organization - in a manner that leaves them all touched, moved and inspired.
• Self-motivated and self-managing.
• Demonstrate a keen understanding of basic business operations and the organizational levers that drive profitable growth; Understands the operating environment, the customers, competition and how their strategies and tactics work in the marketplace; applies knowledge to develop and execute strategies and tactics to drive business results.