Specialist Customer Experience Design at MultiChoice

About the Job

Purpose of the Position

• To design customer experiences using the Steve Towers Customer Experience Management Method for our products, new concepts and innovations across MultiChoice, in brand-specific experiences, portfolio-wide strategies, and discipline focused initiatives.
• To design from the Moments of truth, through all levels of the customer performance landscape

Key Performance Objectives

Strategic Direction

• Implement Customer Experience (CX) strategy and philosophy throughout the projects and processes worked on
• Deliver the organisation’s strategy through customer experience design and redesign initiatives throughout the organisation
• Develop and support activities to improve customer and employee experience
• Participate and assist in the development and management of the customer experience transformation roadmaps
• Develop organizational leading and lagging indicators
• Collaborate with resources and internal stakeholders to ensure that the design requirements adequately reflect the defined business processes and fully lead all components of the functional business requirements
• Translate customer experience designs into customer requirements
• Represent the customer in internal meetings regarding new business initiatives and/or changes
• Collate and submit accurate weekly and monthly departmental reports indicating developments, feedback and achievements
• Champion, develop, and sustain a continuous improvement culture within the organization, division or department
• Promote and drive the adoption of continuous improvement and customer experience throughout the organisation.

Customer Experience Design

• Design customer experiences using the steve towers customer experience management method
• Define a customer performance landscape as per the CEM Method
• Define process dashboard reporting requirements in customer journey designs
• Design functional solutions to complex challenges
• Provide event follow-ups to monitor the progress of projects, assure timely action, early intervention, appropriate support and achievement of expected tangible benefits
• Follow-up after the completion of events to ensure the improvements/benefits have been sustained
• Deploy the Steve Towers Customer Experience Management Methodology across the organization through all CX design initiatives

Research and Analysis

• Obtain customers' requirements and needs throughout the product and service development lifecycle
• Track the latest consumer trends, ideas and concepts to use as a key input to innovations
• Keep the digital interface functional and easy to use based on user behavior insights and analyses
• Use research-related services, theories, methods and in-depth knowledge of customer experience best practices to support recommendations
• Plan, execute and report on user research studies on a regular basis
• Promote usability best practices and conduct usability tests and research
• Proactively identify potential risks to the customers or business and drive the continuous improvement process to eliminate or mitigate risk exposure
• Work with consultants and research companies to drive the change agenda to improve customer experience and drive customer loyalty
• Drive initiatives to reduce work effort and improve efficiency and customer experience
• Adhere to statutory regulations, organisational standards, policies and procedures

Stakeholder Relations

• Provide specialised and technical support to internal and external stakeholders to ensure achievement of functional and organisational objectives
• Build, support and maintain healthy, diverse internal and external relations and implement remedial actions where required, in the achievement of organisational goals

Qualifications

• Degree in Industrial or Process Engineering, Statistical Analysis or related

Experience

• A minimum of 3-5 years in Customer Experience Design
• Experience designing complex solutions for digital environments
• Clearly articulating concepts and rationale
• Proficiency in Microsoft Office Suite

Technical Competencies

• Detail Oriented
• Customer Centricity
• Research and Analyses