CX Designer at Nedbank

Job Purpose
We are looking for a CX Designer to join our team. In this role you will be required to draw actionable insights that ensure Nedbank reliably achieves, colleague, client and business value through our user-centric service and digital propositions. Analyse the performance and impact of design-led initiatives across our physical and digital platforms. Review competitor organisations and analogous sectors to evaluate high impact service-delivery solutions.

Job Responsibilities
Primary responsibilities

• Apply a combination of qualitative and quantitative analysis techniques to produce insights that drive improvements in lived client experience across Nedbank’s digital platforms
• Measure the impact for design (and non-design) led initiative in market based on experiential, strategic and commercial drivers
• Support the Head of Product Design for accountability across all Shared Services initiatives work streams for consistent value delivery for improved employee experience and efficiencies for the business
• Liaise with relevant stakeholders to ensure that observations and learnings are captured, evaluated, and backlogged for action
• Provide regular feedback to Service Design Lead: Design Strategy
• Coordinate and facilitate immersions and document observations and learnings for sharing, prioritisation and implementation in existing and future projects and initiatives
• Ensure learnings are captured in our centralised storage of enterprise-wide employee experience design artefacts

Secondary responsibilities

• Contribute to and inform the definition and implementation of SD measurement solutions
• Effectively communicate ideas, both verbally and visually to gain stakeholder agreement
• Collaborate actively and work effectively with cross-functional teams
• Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.

Essential Qualification

• Matric / Grade 12 / National Senior Certificate
• Undergraduate degree and/or equivalent qualification in Design, Research, Business Analysis or relevant program

Minimum Experience Level

• 4 years of experience design with a specific focus on CX and Service Design (design synthesis, journey mapping and associated artefacts and methodologies)

Type of Exposure

• Accuracy of realisation of design
• Analysing and interpreting quantitative and qualitative data for accurate design and implementation
• Communicating design guidelines and guidelines to different stakeholders
• Design tools
• Design/ Modelling
• Finding better/new ways to do things / improve / redesign
• Have an in-depth understanding of architecting, designing and the implementation of a DevOps tool chain for an SME business.

Technical / Professional Knowledge

• Process Design
• Product design
• Relevant design tools
• Writing, editing, proofreading, layout and design skills
• Web Design