Senior Customer Experience Designer

2 weeks ago

Ho Chi Minh City, Vietnam HSC Full time

**KEY RESPONSIBILITIES**:
**Job overview**

**Key responsibilities**
- Lead the design and implementation of user experience on digital platforms/ tools
- Facilitate product vision by concepting, wireframes, visual design, and prototyping experiences for digital products
- Provide directions on conducting user research, such as requirements elicitation, field observations/ evaluation and usability testing.
- Strategic thinking and foresight
- Foresee market changes, dynamism in customer expectations and strategy to guide the company to live up to those expectations in the fast-evolving digital world.
- Responsible for driving CX strategy trends in the organization’s domain of business.
- Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
- Ability to understand business objectives and align CX accordingly
- Clear understanding of the company’s business objectives to strategize CX efforts such that it contributes to the achievement of the business goals.
- A clear picture of business objectives and the ability to align CX with the same, puts the Senior Customer Experience in a stronger position to get buy-in from the CEO and CXOs and to propagate a customer-centric culture within the organization.
- Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT, and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
- Interpersonal, networking and influencing skills
- Liaise with or convince CEO, other CXOs, leaders and business stakeholders to align with the customer experience strategy, product and service design which requires great interpersonal, communication and influencing skills.
- Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the predefined customer journey.
- Problem-solving and analytical skills
- Leverage data insights for constantly enhancing customer experience
- Extracting useful or actionable information from data analytics along with strong problem-solving skills is a power-packed combination for ensuring customer experience gaps do not occur or are resolved efficiently.
- Identify potential concerns and their respective solutions to be able to guide the team to be able to deliver best-in-class customer experience
- Have data-driven mindset and an aptitude for technology
- Working backwards to lead the end-user experience
- Visualize end-user experience and then work backwards to plan, strategize, and execute CX efforts to deliver great experiences
- Crystal gaze what a customer will experience through each interaction with the brand, across touchpoints and then design the CX strategy accordingly

**JOB REQUIREMENTS**:
**1. Education level**
- Bachelor‘s Degree or Master‘s Degree

**2. Knowledge & Experiences**
- 5+ years‘ experience in customer experience, have experience in or with knowledge of quality management systems such as ISO, 6-Sigma, lean leadership.
- Demonstrated capability to design and implement a well-articulated roadmap and strategic vision for CX.
- Experience designing qualified products and services.

**3. Technical skills**
- Good project management skills and/or substantial exposure to project-based work structures, project lifecycle models, etc.
- Excellent understanding of the organization’s goals and objectives
- Ability to think “big picture” terms, detail implementation plan.

**4. Soft skills**
- Leadership focus and orientation.
- Excellent decision-making ability based on growth, with a data-driven mindset.
- Excellent communication skills with an ability to foster an open dialogue among all stakeholders that encourages respect and honesty.

Lương**:Thỏa Thuận**

Địa điểm: Trụ sở chính - Hồ Chí Minh

Phòng ban: Operations

Hạn nộp hồ sơ: 18/06 — 30/06/2024

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