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  • Posted: May 13, 2022
    Deadline: Not specified
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    The first Woolworths store opened its doors to the public in Cape Town in October 1931. And it was founder Max Sonnenberg who captured the public’s imagination with dynamic store policies that set Woolworths apart from its competitors. Three years later, a second branch opened in Durban, with another two in Port Elizabeth and Johannesburg a year later....
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    Experience Design Manager

    MAIN PURPOSE

    The Experience Design Manager is responsible for guiding the implementation of the Experience Design (ED) framework, methodology and principles in alignment to the overarching Customer Experience strategy and to plan for, execute, and deliver a seamless, end-to-end experience design for Woolworths Financial Services (WFS) that solve customer experience problems holistically, by understanding customer behaviours across the customer journey. The incumbent is required to challenge the established experience standards and for designing and transforming experiences for both customers and employees, that impacts and improves bottom line satisfaction KPI’s, with an expert understanding of touchpoints across the entire journey. The incumbent is required to understand research and trend driven insights to conceptualize opportunities for Customer Experience (CX) improvement, with a strong understanding of how to prioritize those for maximum customer, employee, and business impact. Further, the role is accountable for the development of an experience library of existing and new experiences.

    KEY OUTCOMES

    Operational Direction

    • Oversee and take responsibility for the successful delivery of a range of Experience Design projects for WFS across the customer journey.
    • Account for all design projects and assure implementation of all projects is aligned to the overall customer strategy.
    • Investigate identified new design best practices and investment opportunities so that they may be applied in WFS Customer Experience.
    • Contribute to the development and implementation of ED operational plans, associated internal controls, policies, and guidelines.
    • Collaborate with other business units and product lines to share learnings and best practices. Act as a trusted adviser for design across the WFS product landscape.
    • Collaborate with all business units that utilize ED services to drive a cohesive customer and employee experience.

    Experience Design Solutions

    • Develop complex design solutions through a solid understanding of the customer journey, products, and channels to drive a positive customer experience.
    • Contribute to the improvement of product design methodologies through the analysis of data to inform customer insights and customer journeys
    • Utilize various design and research methods to understand vague or ambiguous customer needs, friction points and decision-making processes; advocate for design thinking methodologies and practices in interaction with internal stakeholders.
    • Provide specialized insight into the development of design standards and oversee its appropriate implementation as applicable.
    • Contribute thought leadership, research, and define new design methodologies without reliance on precedent that facilitate the identification and understanding of complex or ambiguous customer requirements so that progress may be made against their specifications.
    • Challenge insights and assumptions around customer insights, and ensure that the solution meets and exceeds customer expectations
    • Identify, develop, test, and implement changes to experiences in line with specifications confirmed by stakeholders across the customer journey so that WFS may serve the customer needs more effectively; monitor the implementation thereof.
    • Support the identification of changes by presenting strong business cases based on the analysis of customer data.
    • Support and Influence product design creation and product roadmap, through proactive engagement throughout the product lifecycle.
    • Create the capability and processes to integrate experience design into BAU business processes
    • Leverage insights and data analytics to drive customer and employee experience journeys.
    • Own design blueprints, including customer journey maps, roadmaps, workflows and personas, that are production ready, and ready to be consumed by business.
    • Facilitate and document experience design workshops, and map outputs in a consumable manner for business review and buy-in.
    • Integrate customer experience and employee experience activities to drive CX and EX improvement
    • Own and manage the experience design framework to facilitate prioritization for overall business value.

    Experience Design Tools and Technology

    • Develop and implement technologies to be employed by the Experience Design, Brand and Marketing teams to meet work outcomes and identify how technologies can be applied differently to enhance the delivery of tasks.
    • Maintain knowledge of local and global industry design technologies and architecture enhancements with the aim of improving design delivery within WFS.
    • Adhere to Experience Design data policies in line with WFS data standards so that quality data is consistently and appropriately stored, used, and managed.

    Partner and Stakeholder Relationships

    • Engage proactively with stakeholders and customers to drive the successful involvement of the design function throughout the customer journey.
    • Participate in the management and integration of experience design products across the WFS landscape to initiate new engagement opportunities and strengthen existing synergies.
    • Establish relationships with internal and external key stakeholders to enable decisions regarding the execution of solutions that are practical and viable; effectively aligning the customer experiences to the business strategy.
    • Understand the systemic nature of stakeholder engagement, which recognizes the individual components as well as critical key integration points relating to products, customers, associated opportunities and complementary WFS sub-functional partnerships.

    People Management

    Financial Management

    • Provide input into the operational budget for the business area and manage financial performance against the budget to identify cost-saving opportunities.
    • Maintain and apply a broad understanding of financial management principles to ensure decisions are fiscally sound and responsible.
    • Monitor the overall performance of the business area and recommend adjustments in the allocation of finances, based on progress against goals.

    QUALIFICATIONS

    • Undergraduate Qualification in Design / Information Studies / Visual Arts / Content Writing / Consumer Behavior or equivalent fields.
    • Postgraduate Qualification in Design / Information Studies / Visual Arts / Content Writing, or equivalent fields is an advantage

    EXPERIENCE REQUIRED

    • 6 – 8 years of experience working in a Financial Services / Consumer / Retail organization
    • 2 – 4 years’ experience within a Management capacity
    • Experience in Experience Design and Customer Journey management

    ADDITIONAL REQUIREMENTS

    • Designing holistic, omni-channel customer and service delivery ecosystem designs.
    • Design research and the use of design tools and technologies
    • Story-telling and concept selling
    • Project Leadership
    • Coding and Editing for Digital Prototypes and Concepts
    • Building customer empathy
    • Facilitation skills and experience
    • Customer journey mapping methodologies / approach
    • Understanding of Product and / or Service design
    • Problem-solving
    • Customer data and relevant insights
    • New and emerging design trends and patterns in experience design

    If you are interested in the above position please forward your CV to [email protected] with the name of the position in the subject line.

    Closing Date: 18th, May 2022

    Method of Application

    Send your application to [email protected] 

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