CX Lead SME
Posted on :
04-09-2024
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1 Vacancy
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Job Description
Designation:
CX User Testing & Design Manager (SME)
Job Purpose:
Able to produce and exercise rigorous test procedures and recognize errors
Ensure all journey Business Banking (SME) designs are customer centric and respond to client
feedback and needs
Undertake and present user experience research to feed into the design to ensure the optimal
user experience
Understanding of the customer journey endtoend Business Banking being the key focus area
Foster innovation and customer and audience focus to ensure the Department s digital
experiences are contemporary innovative and meeting customer needs
Detect and track digital / processes defects and inconsistencies
Provide timely solutions where gaps identified
Foster customer and frontline feedback to enhance customer experience
Analyze client s data / information to enhance customer experience
Responsible for running and delivering all projects under CX
Ensure that all projects are delivered ontime within scope and within budget
Assist in the definition of project scope and objectives involving all relevant internal
stakeholders and ensuring technical feasibility
Develop a detailed project plan to monitor and track progress
Establish and maintain relationships with third parties/vendors
Key Result Areas:
Improve Customer Satisfaction through improved digitized experiences
Improved CX through key participation in journey design and testing impacting client experience
Enhances CX metrics across the board
collaborate closely with other team members and departments
Interact with customers and analyze their feedback
Work across all levels functions and divisions to enhance service standards
Escalate concerns to management and when required
Knowledge Skills and Experience:
Should be professional proactive and customer centric. Courteous and respectful in
communication while being empathetic & sensitive to customer needs
Strong Analytical ability to analyze and comprehend situations and data to provide logical
insights resolutions and recommend process and product improvements
Should possess exceptional abilities to handle complexities of stakeholder engagement with
regards to problem resolution
In depth understanding of Business Banking products and services processes and system
complexities
- No. of resources required: 1
- Primary Skillset: Customer experience User Research and Testing Process Optimization Data Analysis Business Banking
- Detailed Skills: Professional Proactive Customercentric Insightful Process improvement Product improvement Stakeholder engagement understands System complexities Analytical & logical thinking problemsolving user experience design user research and testing process optimization stakeholder management technical aptitude data analysis innovation and creativity
- Experience:
- 35 years of experience in user experience (CX/UX) design and research including conducting user interviews usability testing journey mapping and designing intuitive and customercentric digital experiences.
- 23 years of experience in process optimization including identifying pain points analyzing data and implementing improvements to streamline workflows and enhance customer experience.
- 35 years of project management experience including developing project plans managing stakeholders tracking progress and delivering projects on time and within budget.
- Experience working in a customerfacing role or retail banking environment with a strong understanding of banking products services and customer needs.
- Familiarity with Agile/Scrum methodologies and experience working in a fastpaced iterative environment.
- Strong analytical and data analysis skills with the ability to interpret customer data and translate insights into actionable recommendations.
- Proven track record of fostering innovation and driving continuous improvement to digital experiences.
- Location: Dubai/Bengaluru depends on profiles
- DOJ: September 2024
- Contract Period: 6 months
- Project details: Backfill support for CX leads in Business banking.
Employment Type
Full Time
Key Skills
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