Customer Experience Designer (Product / Process Design)

  • Location

    London, England

  • Sector:

    IT

  • Job type:

    Contract

  • Salary:

    Market Rates

  • Contact:

    Rachel Adati-Kumi

  • Contact email:

    Rachel.Adati-Kumi@experis.co.uk

  • Job ref:

    BBBH96588_1554816456

  • Published:

    3 months ago

  • Duration:

    3 Months +

  • Expiry date:

    2019-05-09

  • Start date:

    ASAP

Customer Experience Designer (Product / Process Design) - London / Birmingham - Initial 3 months

A Customer Experience Designer (Product /Process Design) is required to join a multinational telecommunications company. Candidates can be based in London or Birmingham. This contract is on an initial 3 month contract with the view to extend.

The Role:
You will be responsible for the design of the client's new product and service Customer Experience by working with the product, TSO, propositions and marketing teams.
Key Skills:

  • Extensive hands-on customer experience, change or business improvement experience in large organisations (Telecoms is an advantage)
  • Full lifecycle experience of product design from concept through to delivery
  • Experience of using a telecommunications Governance Framework is advantageous
  • Significant Business Improvement experience



Qualifications:

  • Awareness of Six Sigma (Green Belt or higher certification)
  • Process Design to BPMN Standard (Bronze Process/BPA certification)
  • Awareness of Business Analysis (BCS or IIBA certification)
  • Lean Methodology


Responsibilities:
You will be:

  • Creating design and low level process, system, operational and people changes with a focus on the customer.
  • Coaching and providing continual development for your BI team.
  • Leading a virtual team on a strategic change project and making recommendations.
  • Responsible for owning the customer experience design of complex projects or multiple ill-defined or ambiguous projects.
  • Creating clear and structured plans for customer experience design approach
  • Translating product and proposition customer requirements documents for delivery purposes.
  • Creating end to end customer journeys for new products and services
  • Delivering the low level customer journey process designs in Oracle BPA to meet key deadlines, using multiple inputs aligned to Design for Six Sigma methodology
  • Responsible for presenting the commercial impacts of customer experience design choices to key stakeholders.
  • Analysing data and insight from the customer's perspective
  • Prioritise design decisions to drive our NPS scores
  • Defining critical success criteria and trial approach


If this role is of interest to you please submit your CV in the first instance.