CX Design Specialist

Overview

• In the role of “CX Design Specialist” the individual will be responsible for assisting in the design of user experience for products and services across different industries. The individual will support our client’s customer success and retention goals by driving initiatives to eliminate customer pain-points and organizational inefficiencies that impacts customer experience

Key Responsibilities

(Ad hoc and other reports may be completed as requested)

• Assist in the design of “as-is” and “to-be” customer journeys, internal processes, service delivery blueprints and communication requirements through consultations.
• Assist to facilitate working sessions with clients on customer journey mapping, service delivery blueprints, process design.
• Assist to conduct gap analysis and audits of client’s “as-is” business processes and customer journeys to produce a roadmap of change required to get to the desired state.
• Assist to gather detailed requirements & design experiences for client’s customers at various touchpoints (both digital and physical) to achieve the desired customer experience.
• Conduct robust customer experience research to keep up to date with market trends and analysis on markets and products across a wide industry.
• Translate operational/business needs into high-level solution to enhance customer experience.
• Support change management process across different industry – type

Job Requirements

• Bachelor of Social Sciences or equivalent degree in Business Management, Marketing, or any related discipline.
• At least 2 years of customer experience, customer journey, customer blueprinting or human centered design in any industry.
• At least one (1) year experience in process improvement.
• Experience in Customer experience improvement programs.

Required Skills

Technical Skills

• Knowledge and implementation of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices.
• Excellent organizational, verbal, presentation/facilitation, and written communication skills.
• Ability to work independently and with a diverse team consisting of executives, project stakeholders and project team members.
• Excellent communication skills including verbal, written, and listening skills.
• Ability to work independently and with a diverse team consisting of executives, project stakeholders and project team members
• Experience with MS Word, Excel, Lucid Chart & Sparks, Project Management and Analytics software

Mental Demands

• Must be able to accommodate to reading documents or instruments, detailed work, problem solving, reasoning, math, language, presentations, verbal communication, written communication, analytical reasoning, stress, training others, multiple concurrent tasks, and constant interruptions.

Competencies

• Accountability
• Creative Problem Solving
• Effective Communication
• Inclusive Collaboration
• Stakeholder Engagement
• Customer-focused

Environment and Physical Activity

• Must be able to work in a non-confined office type setting in which he or she will work remotely. The position may require occasional travel to business offices/units. Most travel is by land, but more distant locations are reached by sea or air.
• During the course of performing, this position must spend time writing, typing, speaking, listening, lifting (up to 50 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.
• The officer for this position may operate any or all of the following: telephone, cellular telephone, beeper, copy and fax machines, adding machine (calculator), microfilm equipment, encoder, credit card terminal, personal computer and related printers.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Human Relations/Contacts

Internal

The officer interacts frequently with other Executive team members, ATN shared service team management and resources, functional department heads, line management of the business offices/units, subsidiaries regarding projects, developments, operations and expenses, systems and procedures, consistent with the responsibilities of the job.

External

Interactions also occur with vendors and consulting subject matter experts and resources on matters relating to the Company’s projects, operations, and strategic initiatives. The officer may also interact with the shareholder’s auditors, regulators, and the Company’s legal, and accounting advisors from time to time, as may be consistent with the responsibilities of the job.