Experience Management

5 months ago

Johannesburg, South Africa IQbusiness South Africa Full time

We have an opportunity for an XM Consultant to join our team As an XM Consultant, you'll be an integral part of our Experience Management business unit, contributing to the development of offerings and addressing client needs through research-driven consulting, training, and coaching.

This role involves collaborating across Business Units to create and deliver integrated solutions for the market—solutions that are forward-thinking, impactful for clients, and scalable. Your responsibilities also include identifying opportunities to enhance and expand the IQbusiness Insights brand in the realms of CX, EX, and UX. Building a strong client network, nurturing relationships with current clients, and identifying new client opportunities for crafting proposals and RFPs are key aspects of this position. Join us in shaping the future of Experience Management

**Requirements**:

- Recognised three-year degree, Business / BSc Degree
- Minimum 3 (three) years working experience in customer/user / employee experience strategy, design and implementation
- An understanding of customer experience principles, research methodology and business process optimization
- Ability to work in an agile environment
- Ability to travel for work
- Competence and experience working with various virtual facilitation tools (such as Miro)
- Certification or accreditation in experience management related training is preferable (CX, EX and UX)
- Proficient in Microsoft and Office tools; specifically, MS Teams, Outlook, SharePoint, Excel, Project, PowerPoint and Word

**Competencies**:

- Persuading & influencing
- Learning & researching (continuous improvement)
- Adapting and responding to change
- Strategic thinking - formulating strategies and concepts
- Problem-solving - creating and innovating
- Independent decision-making
- Planning & organising
- Stakeholder management
- Confidence to lead client engagements
- Ability to work well in a team
- Ability to manage self - self-deliverables, quality and timelines
- Coping with pressures and setbacks
- Relationship building/networking - communicating & developing relationships
- Effective aggregation of tasks
- Effective communication
- Conflict management
- Project management
- Empathetic

**Roles & Responsibilities**: Strategy Execution** _[execution of the business strategy]_
- Active contribution to the execution of the Experience Management business plan
- Alignment with and contribution to the broader organizational objectives and initiatives
- Identify new client needs and opportunities (leads)
- Maintenance of current client and supplier relationships, building of new relationships through events, referrals, and colleagues

**Solutions Development **_[ensure solutions and new offerings cater for evolving customer needs]_
- Comfortably engage at senior stakeholder level and be seen as an expert, and advisor to stakeholders [both internally and externally].
- Keep up to date with market trends, competitor analysis, in experience related technology, CX/UX/EX approaches and Market Research.
- Displays entrepreneurial awareness and identifies opportunities that the business can capitalize on, or cost saving initiatives to accomplish relevant tasks.
- Network, connect with and draw on solution expertise within the broader IQbusiness organisation.
- New solutions: contribute to the scoping, development, testing, deployment, documentation, and training tasks for new solutions.
- Existing solutions: contribute to delivering, developing, and maintaining existing solutions.
- Presenting complex arguments, information, and ideas in a way that team members, colleagues and clients can understand.
- Contribute to internal knowledge base and document IP (approaches and case studies) for reuse in other client engagements.
- Provide input in the development of marketing material (website, brochures).

**Project Delivery **_(project/training / coaching)_
- Design appropriate, innovative and accurate solutions and strategies for the client
- Lead (facilitate and/ co-facilitate) and deliver on transformation projects
- Deliver according to defined time, cost & quality requirements
- Creation of project documentation (all related project presentations and deliverables)

**Training Development & Facilitation**
- Create and/or collate content for training presentations and workshops
- Prepare for internal and external training sessions by assisting with venue and workshop logistics
- Facilitate internal and external training courses and coaching sessions (BP Group and bespoke).
- Please note: As all IQbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID and qualification verification_
- IQbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals_

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