Cx Analyst

1 week ago

Johannesburg, South Africa Specd Full time

**Qualifications Essential**
- Degree / Diploma in Technology / Information Management
- Relevant Qualification in Customer Experience Design (CPPM from IQ Business preferrable)

**Qualification Preferred**
- Post Graduate Degree in Technology / Information Management
- SAFe Agile certification

**Experience**
- A minimum of 5 - 8 years in Customer Experience Design (for process engineering and customer experience)
- Minimum 5 years previous process modelling experience using known process modelling notations
- (BPMN / UML)
- Customer Journey Map & Customer Narrative design
- Clearly articulating UX/UI concepts and rationale
- Experience designing complex solutions for complete digital environments
- Experience in Agile SDLC environment User Experience and Interaction
- Proficiency in Microsoft Office Suite
- Previous experience / exposure to SAfe Agile methodology essential
- Previous modelling experience using Sparx Enterprise Architect for process modelling considered an advantage
- Previous experience using Asure DevOps considered an advantage

**Key Deliverables & Responsibilities (Among Others)**:

- Identification of personas as input to CX Design
- Definition & documentation of successful customer outcome canvases
- Definition & documentation of customer narratives in line with actual business scenarios
- Identification of dependencies for automation in line with defined customer narratives
- Support development teams during the development and test life cycle
- Communicate and clarify required business context and requirements with the teams where required
- Participate and contribute in solution design sessions

**Technical Competencies**
- Excellent Communication Skills (both verbal and written)
- Strategic Thinking
- CX Journey & Narrative Design
- IT Governance
- Requirements Management
- Problem Management
- Quality Management
- Stakeholder Relationship Management
- Negotiation
- Driving Change
- Customer Centricity
- Relationship Building
- Risk Management
- Negotiation Skills
- Conflict Resolution
- Decision Making
- Critical Appraisal
- Holistic Thinking
- Persuading & Influence
- Coaching

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