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SalaryBring human centred design skills and thinking to support and guide the definition of the desired customer experience and to develop and implement strategies to achieve this outcome. Advise business leaders in each of the service lines on actions to support enhanced customer outcomes and ensure these are aligned with the organisation's customer experience objectives.Key Accountabilities
- Work with the service lines to design and define the superior customer experience that is desired and to embed this into business practice.
- Advise and guide the business on the changes which are required to achieve identified customer outcomes and ensure these effectively communicated in each of the service lines.
- Advise and guide the development of in-house human centred design capability and projects including the design of digital experiences.
- Coordinate the dissemination of customer experience design capability through the service lines to support enhanced outcomes.
- Design and implement strategies to enhance customer experience at key service points and ensure their integration into the procedures and systems applied in each customer interaction.
- Undertake and coordinate investigation of the range of customer touchpoints and the customer experience at each of these points.
- Research, develop and implement design projects that support and enhance customer experience.
- Provide persuasive, commercially sound, professional advice and solutions to the Manager and business leaders on a range of customer experience design matters.
- Contribute to the shared sense of direction and a culture of performance, accountability and service across a team of professionals.
- Anticipate and assess changes which impact the business and exercise judgement in the absence of precedent and making decisions with significant impact.
- Work to create a culture that enhances customer experience through innovative design and implementation
- A broad range of experience (five years plus) in customer experience design and leading design initiatives, preferably in the telecommunications, finance or insurance industry or with a Top Tier consulting firm
- Tertiary qualification at degree level in marketing or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience
- Strategic advising skills to drive business alignment towards customer-centric outcomes.
- Proficiency in human-centered design principles and digital experience development.
- Strong project coordination and dissemination abilities.
- Analytical skills to assess touchpoints and implement enhancements.
- Commercial acumen to provide persuasive solutions aligned with business goals.
- Leadership experience fostering collaboration and a culture of excellence.
- Adaptability and strong decision-making in evolving business landscapes.
- Excellent communication skills to advocate for customer-centric innovation.
