Senior - Customer Experience Consultant-Customer Care Voice-Customer Experience

1 week ago

South Africa EXL Full time R400 000 - R800 000 per year
Description

Highly experienced Customer Experience (CX) Design Manager to lead and shape our customer experience strategy. In this role, you manage a team of CX designers and work closely with senior stakeholders to develop and execute strategies that enhance customer satisfaction and drive business success. You be responsible for overseeing the design and optimization of customer journeys, ensuring that every interaction is seamless and aligned with our business objectives.

Responsibilities

Lead and manage the CX design team, providing strategic direction, mentorship, and support to drive exceptional customer experiences.
Develop and implement a comprehensive customer experience strategy that aligns with organizational goals and enhances user satisfaction across all touchpoints.
Oversee the creation and optimization of customer journey maps, personas, and experience frameworks to guide design and business decisions.
Collaborate with senior leadership, product managers, UX/UI designers, and marketing teams to align CX initiatives with broader business objectives.
Conduct advanced user research and analysis to gather insights into customer needs, behaviors, and pain points, translating these insights into actionable design improvements.
Lead the design and execution of A/B testing, usability studies, and other experiments to validate design decisions and measure their impact on customer experience.
Develop and manage key performance indicators (KPIs) for customer experience, regularly reporting on progress and recommending improvements based on data and feedback.
Ensure that all customer experience designs meet industry standards for accessibility, usability, and best practices.
Foster a culture of innovation and continuous improvement within the CX design team, encouraging creative problem-solving and collaboration.
Stay abreast of industry trends, emerging technologies, and best practices in customer experience design to ensure that our approach remains cutting-edge and effective.

Qualifications

Higher Education Diploma with 1 - 2 years of relevant experience

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