Customer Experience Service Design at MultiChoice

Job description

Job Information

Context

Responsible to identify opportunities through stakeholder engagement, analysis of customer and company measures and insights for Service design to improve Customer Experience across the MultiChoice customer journey (as stipulated in the Customer Journey Map).

Scope, schedule and run Service design workshops, in-country and in Corporate, according to the agreed methodology and approach and ensure results are fed into various workstreams, for example Process improvement, Business Analysis, Project workstream, enhancements etc.

Continue to be the Service design SME on the various workstreams and see initiatives through to development and implementation.

Qualification

• BCom Degree or equivalent qualification
• A minimum of 5+ years experience in user experience/service design of which 3 years should have been in a leadership capacity
• Specialized training in Service design and/or Customer Experience

Customers

• Multichoice Africa Management team
• In-country and Regional teams, including Regional Director, General Management and in-country leadership
• MC Group teams such as (but not limited to) the CII team, Human Resources and Skills development teams

Outputs

• Stay abreast of all projects, including fixes on defects and small enhancements in the MCA (and SA where applicable) business to identify potential areas to enhance the customers’ experience through the MCA design methodology and approach. This must be done through regular stakeholder meetings (with both corporate and in-country teams), attendance of project and project prioritization meetings, review of meeting minutes and monthly as well as ops review reports.
• Plan, coordinate and facilitate journey map validation sessions with country / corporate teams as input for the CX blueprint
• Review, validate, update and maintain the Customer Journey Maps with (current and future), pain points, MoT, and other important attributes to assist in the Service design process
• Scope and schedule upcoming design projects to ensure workload is balanced with input and approval of the various in-country leadership teams and RD and Senior Manager: CX Design.
• Create and run idea generation worshops in support of new CX service/user experience designs.
• Coordinate and co-facilitate customer focus groups/customer validation sessions to validate new designs as per the design methodology and approach.
• Evaluate the CX (and UX) design of existing design concepts as well as on-device prototypes and recommend design enhancements.
• Lead the design process as per the MCA approved design methodology and approach with strict adherence to project timelines and outcomes.
• As the lead of the design team and ensure that the design team identifies the appropriate measures to track the success of the new design
• Liaise with the Manager: CX Measures to identify the right measures to track the improvement after service design. Track and report on the continuous improvement on a weekly, monthly and quarterly basis.
• Provide input and assist with the drafting of standards, guidelines and processes to ensure that processes are customer centric and user friendly while being sustainable and provide a competitive advantage for MultiChoice Africa.
• Once the design work is complete, ensure detailed handover to the Business Analysis/Project Office for the scoping and implementation of any development work that is required by the new design.
• Continue to participate as the design lead after handover in the project team responsible with the implementation of the design to ensure that the required output is achieved as scoped by the design methodology and approach.
• Support the implementation of the Customer Experience strategy and Customer Experience Business plan
• Communicates and envision service concepts and ideas using methods and tools that illustrate all the components and touch points of the service.
• Interacts with product and process owners, reviewing the customer service aspects of the relevant business processes to ensure clear understanding of the customer needs, inputs, handoffs and outputs of the process across the entire customer journey
• Ensure that any risks related to the customer is identified and raised to the relevant Project Manager and Senior Manager CX Service design and the GM: Service design as well as product and process owners.
• Draft and submit report on all activities for inclusion into the monthly CX and quarterly Ops review reports for all Service design iterations as well as project updates and tracking of measures to track the success of the service design intervention.
• Produce necessary artifacts for the service design process (e.g. Experience blueprint, Design brief, defining personas, identify interdependencies (e.g. stakeholder map)) and ensure that these are kept up to date.

Behavioural Competencies

• Team player
• Innovative and initiative
• Positive attitude
• Work well under pressure
• Attention to detail
• Accuracy
• Self-motivated
• Interpersonal skills
• Solution oriented
• Deadline driven

Skills

• Extensive knowledge and experience with driving and applying user-centred design processes while working collaboratively with customers, along with cross-functional teams (such as but not limited to) Project management and business analysis, technical, customer research, country operations, sales & distribution, marketing etc
• Proficient in a variety of methods to convey ideas/ concepts such as journey mapping tools, prototypes, wireframes etc
• Strong influencing, negotiation and communication skills (written, verbal and presentation)
• Strong Business process knowledge
• Good knowledge and understanding of customer experience metrics and drivers
• Demonstrated ability to work under pressure
• Must be analytical, pay attention to detail and have problem solving skills
• Excellent time management skills, and must be able to self-manage
• Flexible and patient

The position will include extensive travelling