You will:
- Demonstrate strategic thinking and problem-solving skills, combined with the ability to identify new opportunities for innovation and growth.
- Develop and implement strategies to enhance client’s services and ecosystems, aligning them with business goals and customer needs. Creating more meaningful value for customers and promoting desirable actions and behaviours.
- Conduct research and synthesis insights to identify critical audience insights (e.g., customers, employees, partners) and business insights. Developing hypotheses to design effective, interconnected experiences.
- Drive a human-centred approach, understanding customer behaviours, motivations, and pain points to translate insights into actionable strategies that enhance the overall CX (Customer Experience).
- Lead CX and service design activities, encompassing workshops, value propositions, research, blueprints, journey mapping, prototypes, and testing to deliver seamless and innovative customer experiences and services.
- Empower stakeholders to effect lasting change successfully, collaborating closely with a variety of disciplines and earning trust and buy in.
- Guide and collaborate with cross-functional teams, including XD / UI designers, business analysts, and project managers, to ensure the most impactful approach.
- Provide guidance, leadership, and support to fellow XD designers and the project team.
Core skills needed:
We are seeking someone with a curious and strategic mindset and passion for problem-solving. Someone who enjoys getting hands-on with the research and data analysis, and creating meaningful, actionable artefacts and customer experiences. You should possess:
- A deep understanding of designing services that deliver innovative, seamless, and personalised experiences aligned with business goals and customer needs.
- Proven experience as a CX or service design leader and practitioner, aiding businesses in solving large and complex problems by combining the science (data-informed, behavioural change) and art (design) of Customer Experience strategy.
- Experience through the entire design process, from initial analysis to final delivery and beyond including but not limited to developing strategies, facilitating workshops and research activities (both quantitative and qualitative) and creating current and future-state CX maps, audience profiles, service concepts, and blueprints.
- Proficiency in creating and using metrics and indicators to measure quality and drive continuous CX improvements.
- Expert in using essential tools, such as Figma, Miro, Sketch, Keynote, Teams, etc.
Bonus:
- Experience working in the B2B space and Financial Service sector
- Behavioural design experience
