Customer Experience Designer (Product / Process Design)
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Customer Experience Designer (Product / Process Design) - London / Birmingham - Initial 3 months
A Customer Experience Designer (Product /Process Design) is required to join a multinational telecommunications company. Candidates can be based in London or Birmingham. This contract is on an initial 3 month contract with the view to extend.
The Role:
You will be responsible for the design of the client's new product and service Customer Experience by working with the product, TSO, propositions and marketing teams.
Key Skills:
* Extensive hands-on customer experience, change or business improvement experience in large organisations (Telecoms is an advantage)
* Full lifecycle experience of product design from concept through to delivery
* Experience of using a telecommunications Governance Framework is advantageous
* Significant Business Improvement experience
Qualifications:
* Awareness of Six Sigma (Green Belt or higher certification)
* Process Design to BPMN Standard (Bronze Process/BPA certification)
* Awareness of Business Analysis (BCS or IIBA certification)
* Lean Methodology
Responsibilities:
You will be:
* Creating design and low level process, system, operational and people changes with a focus on the customer.
* Coaching and providing continual development for your BI team.
* Leading a virtual team on a strategic change project and making recommendations.
* Responsible for owning the customer experience design of complex projects or multiple ill-defined or ambiguous projects.
* Creating clear and structured plans for customer experience design approach
* Translating product and proposition customer requirements documents for delivery purposes.
* Creating end to end customer journeys for new products and services
* Delivering the low level customer journey process designs in Oracle BPA to meet key deadlines, using multiple inputs aligned to Design for Six Sigma methodology
* Responsible for presenting the commercial impacts of customer experience design choices to key stakeholders.
* Analysing data and insight from the customer's perspective
* Prioritise design decisions to drive our NPS scores
* Defining critical success criteria and trial approach
If this role is of interest to you please submit your CV in the first instance.