User Experience/journey Design and Management Lead

2 weeks ago


Bellville, South Africa Advanced Projects and People Full time

The User Experience/ Journey Design and Management Lead will be responsible for managing a team of designers to maximise end-to-end customer journeys, identify opportunities for improvement, realise quick wins and deliver longer term value across key customer touch points.

Duties & Responsibilities
- Defining and documenting program scopes and objectives.
- Aligning CX opportunities with organizational priorities and objectives.
- Managing senior stakeholder relationships across product lines and functions.
- Managing a junior team of CX specialists and numerous suppliers.
- Developing customer journey design and journey mapping projects and insights on customer experience.
- Building end-to-end customer support workflow mapping and evaluating the effectiveness of current processes.
- Identifying top opportunity areas to improve customer journey based on insights and workflow analysis.
- Liaising with cross-functional partners to identify and implement optimal solutions in the areas identified.
- Developing strong collaborative relationships with key stakeholders across the organization.
- Identifying and implementing proces improvements and technological innovations.
- Reporting on customer experience design to business stakeholders for review and feedback.
- Informing, influencing, and executing new processes based on comprehensive analysis and impact metrics that lead to improvements in quality of support.
Years of Experience Required
- 5-7 years’ experience in customer experience design and managing multi-disciplinary teams and projects.
Qualifications Required
- National Diploma or a BS degree in IT/ Computer Science, Business, Marketing OR any relevant qualification
Technical Skills and Knowledge Required
- Knowledge of Financial Markets and the Credit Risk Business will be an advantage
- Ability to build and maintain relationships with cross-functional teams
- Established experience in defining and tracking metrics and implementing programs to improve operational performance
- Experience initiating and independently driving projects to completion
- Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical teams
- Knowledge of Journey Orchestration and Journey Analytics
- Proficient in Journey Mapping Software
- Sound knowledge in Customer Health Dashboards and VOC Platforms
- COVID Vaccination Card

**Job Types**: Full-time, Permanent


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