CX Designer

IQbusiness is a leading management consulting firm.

We are looking for someone to join our Design team on an exiting project.

ACX designeris responsible for facilitating and aiding in the transformation of the mindsets of those in the business whom he/she is collaborating with to develop the ultimate customer experience (service and products) that will meet both customer and business needs. These individuals must have an in-depth understanding of the outside-in philosophy, understand needs elicitation and the understanding of the entire customer ecosystem. They should also have a deep understanding of the business value chain which will aid in the design and mapping of customer journeys and implementing thereof cross-functionally through the business.

Education

• Matric
• Bachelors degree or above in related field, e.g. industrial design, process engineering, marketing, business management

Experience & Job Specific Skills Required

• 3+ years of process engineering and/or business analysis experience
• Previous experience in a process or CX related role is preferred but not required
• At least 3 years of experience demonstrating leadership skills, with ability to achieve business results
• Hands on experience in designing and implementing process/procedural changes
• Understanding of design thinking; ideation and systems thinking principles
• Strong facilitation and presentation skills to control and guide a room of workshop participants
• Proficient in software such as Microsoft Visio, Smaply or similar process and customer journey mapping tools
• Proficient understanding of Agile ways of work to drive implementation of ideas/changes within the business
• Excellent analytical skills, both quantitative and qualitative with the ability to analyse customer data from spreadsheets and decipher insights
• Strong communication and interpersonal skills to collaborate with various stakeholders in the business
• Structured time-management skills, especially in a workshop scenario

Key Responsibilities and/or output areas include, but are not limited to:

• Drive the outside in philosophy and culture of putting the customer at the heart of everything that is done in the business (strategy, people, process, technology, measurement)
• Facilitation of customer and strategic focused workshops, driving participants toward an outcome
• Elicitation of customer and business needs as design principles
• Facilitation and documentation of customer journey maps, process maps and personas
• Initiation and driving of changes within the business from a people, process, technology perspective

Please Note

As all IQbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID, and qualification verification.

IQbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals.