The Post-Sale Experience Design Lead at Tylko is a crucial role responsible for enhancing the customer journey after the purchase. This position focuses on creating seamless and enjoyable experiences for customers as they interact with our products, particularly during the assembly process. The role requires a deep understanding of user needs and the ability to translate those insights into intuitive design solutions. The Post-Sale Experience Design Lead will collaborate closely with Product and Operations teams to ensure that every Tylko product not only meets the highest quality standards but also provides a superior user experience from unboxing to assembly and beyond.
Main responsibilities:
1. Representing the user's interests in the development of new products:
- Collaborating with design and engineering teams in creating new furniture to ensure the final product is easy to assemble, use, and maintain.
- Conducting analyses and collecting customer feedback to better understand their needs and expectations.
- Introducing suggestions and changes in the furniture design process based on user feedback.
2. Designing furniture assembly manual:
- Creating clear, aesthetic, and intuitive furniture assembly instructions for customers.
- Using graphic tools and 3D software to create visualizations of the assembly process.
- Testing instructions on various user groups to ensure their comprehensibility and effectiveness.
3. Design support for production processes:
- Translating user requirements into specific design solutions that can be implemented in the production process.
- Working closely with the Operations and Product to ensure that the designed furniture is easy to assemble, durable, and ergonomic.
- Participating in the development of quality standards and ensuring their compliance during production.
4. Optimizing user experiences:
- Analyzing and monitoring post-purchase customer feedback to identify issues and opportunities for improving user experiences.
- Proposing and implementing improvements in after-sales support, such as video tutorials, mobile apps supporting furniture assembly, or easy-to-understand infographics.
5. Internal training and support:
- Conducting training sessions for internal teams (e.g., customer service, sales) on new product solutions and post-sales processes.
- Preparing training materials and documentation to support internal processes related to customer service and furniture assembly.
6. Collaboration with the brand team:
- Supporting the marketing team in creating content that promotes the ease of assembly and use of the furniture.
- Developing marketing materials that effectively communicate the benefits of intuitive assembly solutions and ease of product use.
7. Market research and analysis:
- Conducting market research to understand trends and customer expectations regarding assembly instructions and after-sales support.
- Using research findings to design better user experiences and improve existing products.
Why Tylko?
Being a part of the Tylko team goes beyond clocking in every day and keeping your head down. We celebrate inclusivity and work together to build a culture of happy, healthy employees who are truly heard, and provide the following great benefits for every single member:
Comprehensive healthcare
Multisport
One bonus day off (every month)
A discount on all Tylko products
Mixer parties
And of course, a dog-friendly office!
