Subject Matter Expert

1 week ago

Cape Town, South Africa Upskill Universe Full time

About UpSkill Universe
UpSkill Universe - founded in 2015 - is on a mission to empower all people to succeed in the digital age. Through human-centred, experiential learning programmes, we work with businesses and communities - supported by a global network of coaches, trainers and digital experts - to empower people and stimulate economies from a grassroots level, and we need YOU to help us drive our learning programmes to achieve long-lasting change
So, if you're looking for a change and you're ready for a challenge, then get in touch
At UpSkill, we are committed to building learning interventions that inspire a culture of lifelong learning and provide organisations with the support, skills and solutions they need to thrive in the digital world. Our learning experiences sit in the sweet spot where industry-leading learning design meets a global ecosystem of Subject Matter Experts (SMEs), trainers and perfectly blended delivery.
As we continue to partner with forward-thinking organisations, we have an exciting opportunity and are on the lookout for an exceptional...
What are some of the things I will be doing?
The Customer Experience and UX SME will be responsible for creating and delivering high-impact content to help SMEs (small and medium-sized enterprises) understand and optimise customer experience, map customer journeys, and implement UI/UX improvements. The goal is to equip participants with practical skills to enhance engagement, user satisfaction, and retention.
**Content Development**:
Develop comprehensive content for training materials, including lesson plans, presentations, case studies, and hands-on exercises, aligned with bootcamp objectives.
Focus content on customer journey mapping, designing user-centric experiences, and optimising touch points across digital channels.
Provide guidance on using tools like Google Analytics and Merchant Center data to inform customer journey strategies and UX decisions.
**Equip SMEs with skills to**:
Map detailed customer journeys for their platforms, tailored to user base and behaviour on platforms such as Search, Shopping, and YouTube.
Identify and implement at least two UX/UI improvements based on data insights.
Develop retention strategies, leveraging remarketing lists and customer match techniques to boost engagement.
Break down complex UX and customer experience principles into practical, actionable insights.
**Collaboration and Feedback**:
Work closely with the Learning Design Content Lead to align content with program goals and participant needs.
Gather feedback from participants and adjust content as needed to ensure effectiveness and relevance.
Does this sound like you? Then get involved
The following are the submission requirements for the position:
CV
Examples of work/portfolio that include one or more of the following:
Lesson plan (Min. 3 pages)
Article (Min. 2000 words)
Deck with speaker notes (Min. 5 slides)
Examples of work should showcase expertise in the following topics:
Customer journey mapping,
Designing user-centric experiences
Optimising touch points across digital channels.
Using tools like Google Analytics and Merchant Center data to inform customer journey strategies and UX decisions.
UpSkill Universe is committed to creating a diverse and inclusive workforce. We pride ourselves on being an equal opportunity employer. All relevant and qualified applicants will be considered regardless of religion, gender, sexual orientation, disability and age.

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