Customer Experience Designer (Product / Process Design)

This job has now expired please search on the home page to find live IT Jobs.

Customer Experience Designer (Product / Process Design) - London / Birmingham - Initial 3 monthsA 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 deliveryExperience of using a telecommunications Governance Framework is advantageousSignificant 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 approachTranslating product and proposition customer requirements documents for delivery purposes.Creating end to end customer journeys for new products and servicesDelivering the low level customer journey process designs in Oracle BPA to meet key deadlines, using multiple inputs aligned to Design for Six Sigma methodologyResponsible for presenting the commercial impacts of customer experience design choices to key stakeholders.Analysing data and insight from the customer's perspectivePrioritise design decisions to drive our NPS scoresDefining critical success criteria and trial approach

If this role is of interest to you please submit your CV in the first instance.