CX Designer - JHB at IQbusiness

A CX designer is responsible for facilitating and aiding in the transformation of the mindsets of those in the business whom he/she is collaborating with to develop the ultimate customer experience (service and products) that will meet both customer and business needs. These individuals must have an in-depth understanding of the ‘outside-in’ philosophy, understand needs elicitation and the understanding of the entire customer ecosystem. They should also have a deep understanding of the business value chain which will aid in the design and mapping of customer journey’s and implementing thereof cross-functionally through the business. 

Education 

• Matric 
• Bachelor’s degree or above in related field, e.g. industrial design, process engineering, marketing, business management  

Experience & Job Specific Skills Required 

• 3+ years of process engineering and/or business analysis experience  
• Previous experience in a process or CX related role is preferred but not required 
• At least 3 years of experience demonstrating leadership skills, with ability to achieve business results 
• Hands on experience in designing and implementing process/procedural changes   
• Understanding of design thinking; ideation and systems thinking principles 
• Strong facilitation and presentation skills to control and guide a room of workshop participants  
• Proficient in software such as Microsoft Visio, Smaply or similar process and customer journey mapping tools 
• Proficient understanding of Agile ways of work to drive implementation of ideas/changes within the business  
• Excellent analytical skills, both quantitative and qualitative with the ability to analyse customer data from spreadsheets and decipher insights   
• Strong communication and interpersonal skills to collaborate with various stakeholders in the business  

• Structured time-management skills, especially in a workshop scenario 

Key Responsibilities and/or output areas include, but are not limited to: 

• Drive the ‘outside in’ philosophy and culture of putting the customer at the heart of everything that is done in the business (strategy, people, process, technology, measurement)  
• Facilitation of customer and strategic focused workshops, driving participants toward an outcome 
• Elicitation of customer and business needs as design principles  
• Facilitation and documentation of customer journey maps, process maps and persona’s 
• Initiation and driving of changes within the business from a people, process, technology perspective