DUTIES & RESPONSIBILITIES
Use feedback to develop an in-depth understanding of customers
Implement a system to help you collect feedback, analyze it, and act on it regularly
Reduce friction and solve your customers' specific problems and unique challenges
Make listening to customers a top priority across the business.
Develop customer needs and use cases throughout a customer journey.
Translate customer needs into business requirements.
Serve as an advocate and champion for the customer centric, research, & design cultures to stakeholders with
little experience partnering in human centered design.
Develop client strategic insights via client research techniques: quantitative, qualitative
Lead teams in developing business and customer cases to help drive experience improvement.
Understand and interpret customer experience measurements.
Develop operational plans to deliver great customer experiences.
Have a strong cross-functional understanding of service delivery to be able to identify and engage boundary
Develop client strategic insights via client research techniques: quantitative, qualitative,
Have experience with leading facilitated sessions in customer journey mapping and service blueprinting.
Create effective communications across multiple internal channels to increase ability to change the customer
Develop views of both present and future customer journeys through quality research.
Lead projects that enhance client’s understanding of the customer.
Serve as customer advocate during new product launches and service upgrades.
- Minimum of BSC/HND in any discipline