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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

partners.

 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

experience.

 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.

QUALIFICATIONS/REQUIREMENTS

- Minimum of BSC/HND in any discipline

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