Role Description

A CX designer is responsible for facilitating and aiding in the transformation of the mindsets of those in the business with whom he/she is collaborating, to develop the ultimate customer experience (service and products) that will meet both customer and business needs to drive customer centric strategy and transformation.
These individuals must have an in-depth understanding of the 'outside-in' philosophy, understand needs elicitation and an understanding of the entire customer ecosystem and brand promise. They should also have a deep understanding of the end-to-end business value chain which aids the design and mapping of customer journeys and implementing of changes cross-functionally through the business.

Education

• Matric
• Relevant Degree or Certifications

Role Requirements

• Drive the 'outside in' philosophy and culture of putting the customer at the heart of everything that is done in the business (strategy, people, process, technology, measurement)
• Challenging the status quo and building the case for change
• Ensure the CX strategy is aligned to the broader business goals
• To facilitate workshops to enable an understanding the customer's current journey
• To draw out and explore in these workshops opportunities for the business to expand or innovate a customer's experience.
• Elicitation of customer and business needs as design principles
• Responsible for creating compelling experiences for users with a focus on reshaping the customer experience
• Required to bring the voice of the customer into the various discussions
• Understand the motivational drivers of customers to achieve a positive impact on satisfaction
• Identify and understand the customer's journey by paying close attention to the complete customer experience, and the individual touch-points that create the full journey
• To use design thinking principles to empathise with customers in order to unpack the customer pain points, gains and needs
• Proactively identify the gaps or concerns customers may experience in their journey and validate these with research
• To plan, lead and facilitate discussions and workshops in order to unpack reimagined or target state journey for customers
• Facilitate the target-state customer journey mapping, understanding the moments that matter and deriving possible features that will be required as part of the target state.
• Collect, track and analyse customer feedback and suggest improvements based on insights gathered
• Work with UX/UI Designers, Business and Technology to prioritise features and minimum viable products
• Documentation of artifacts such as (but not limited to) customer journey maps, process maps persona's / customer profiles
  

Depending on the client requirements, your role may also include the need to:

• Engage in light customer research in order to understand the customers pains, gains and needs

• (Post-design) Engage in the testing of high-impact processes and journeys across multiple platforms and devices
• Refine and iterate processes and journeys after input from customers
• Explore and define metrics that accurately capture feedback, and utilise data to refine and improve upon journeys
• Use service design tools to build a comprehensive view of the current and aspirational state of customer experience across different touch-points and articulate the dependencies and complexities across these touch-points

Skills (Soft & Technical)

• 2 - 5 years of CX design and or CX-related consulting is advisable - customer service management, customer/product value proposition management, process engineering and/or business analysis experience
• Hands-on experience in designing and implementing operational changes
• Understanding of design thinking; service design; ideation and systems thinking principles, and the ability to flexibly apply a variety of techniques to meet specific objectives and outcomes
• Research skills utilizing a variety of primary and secondary research techniques at a high level
• Strong planning and organizing skills
• Strong facilitation and presentation skills to confidently control and guide a room of workshop participants
• Proficient in software used for virtual workshop delivery and documentation of artefacts such as (but not limited to) Microsoft Visio, Smaply, UXPressia, Miro, Sketch
• Proficient understanding of agile ways of work to drive implementation of ideas/changes within the business
• Strong communication and interpersonal skills to collaborate with various stakeholders (both strategically and operationally) in the business
• Structured time-management skills, especially in a workshop scenario
• Ability to self-manage and provide regular feedback to the client and squad

We are open to interviewing candidates interested in permanent and/or contracting opportunities.

IQbusiness is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.