CX/Service Designer

Our client in the IT industry is currently looking to employ a CX/Service Designer based in Johannesburg.

The role is responsible for the end-to-end design process and the customer experience from start to finish. The role is tasked with the customer experience at an organizational and product level. The role will enable the client’s vision by scoping a project and create tangible outcomes that positively impacts people, processes, and systems.

Qualifications, Skills, and Experience required:

• Relevant UX-related qualification from an accredited institution (optional). i.e., IDF, HFI.
• Relevant Bachelor's degree in design, human-computer interaction (HCI) or equivalent professional experience.
• CXPA Certification (advantageous).
• Valid code B driver’s license and own transport.
• 4-7 years’ work experience within customer experience and/or service design environment.
• Experience in working with senior business stakeholders to understand and contextualize existing business problems.
• Experience in planning and facilitating customer qualitative research as well as presenting the results to stakeholders.
• Experience in being able to create As-Is and To-Be Customer Journey maps.
• Experience in being able to create and differentiate between User Archetypes and Personas.
• Portfolio or examples of work demonstrating experience in creating user-centered design solutions and CX design expertise on an organizational and product level.
• Experience in planning and facilitating stakeholder workshops/ interviews.
• Illustrate the ability to plan and facilitate ideation to come up with design concepts within a fixed time limit.
• Evolution Planning and Piloting.
• Experience in the financial/insurance industry (advantageous).
• Good understanding of user interfaces and modern web design standards.

Technical Competencies

• Customer experience journeys.
• Stakeholder engagements.
• Ideation and complex problem-solving.
• Business acumen and understanding.
• Research methodology.
• Wireframes.
• Prototype development.
• Usability testing.
• Design thinking.
• Service design.
• Systems thinking.

Key Duties and Responsibilities:

• Stakeholder Interviews - Plan and hold interviews with project stakeholders that help clarify the problem space and define successful outcomes.
• Alignment workshop/Defining the internal problem statement – Plan and facilitate a tailored set of activities that help a team and key stakeholders define project expectations and create a shared understanding of the problem space.
• Stakeholder map - Collect information to create a visual diagram of project stakeholders, their roles and relationship to one another.
• Current-state blueprint - Create an operational diagram that depicts how a service operates today, with enough detail to understand, implement and maintain it.
• Ecosystem map - Show the ability to visually communicate the relationships between the customer and people, services and touchpoints that surround them.
• Define the problem statement - Show the ability to define the customer’s problem through effective research, clear verbal and written communication, and stakeholder workshops.
• User and platform research on personas - Be involved in collating the information and insights from the research.
• Assist in finalizing pragmatic personas focusing on the external and internal user’s wants, needs and jobs to be done.
• Customer journeys and user experience interaction designs - Be involved in ideation design sessions and responsible for creating, presenting, and refining the To-Be customer experience journeys based on the personas defined and problem statements defined in the As-Is customer journeys.
• Create low fidelity wireframes for selected customer journeys, used as input into creating interactive prototypes.
• Service blueprints – Assist in the design, documentation, and validation of service blueprints for each scenario in the customer journey.
• Interact with various stakeholders to ensure that the relationships between different service components, people, props (physical or digital evidence), and processes are directly tied to touchpoints in the customer journey.
• Design - Prioritize and plan design deliverables within an Agile framework.
• Prototype development - Be involved in communicating the designs and behavior to prototype developers so that selected UX designs can be converted into an interactive prototype to visually demonstrate the user experience to key stakeholders.
• Partner with key stakeholders to create user-centered designs by considering market analysis, customer feedback, professional expertise, metrics, and usability findings.
• Create conceptual designs that align to user, business and tech outcomes while managing stakeholder expectations.
• Work within the constraints on a design system while innovating on wireframes and processes.
• Testing - Plan and conduct usability testing with clients.
• Be well verse in quantitative and qualitative testing methods, which include performance tests on prototypes and mental model testing on users.
• Synthesize and analyze findings from usability testing sessions. Report findings to senior stakeholders and manage expectations.
• Incorporate refinements and revisions that align to user findings.
• Show good understanding of design thinking, service design, ideation and systems thinking principles, and the ability to flexibly apply a variety of techniques to meet specific objectives and outcomes.

If you are not contacted within two weeks of applying, please consider your application unsuccessful.