Jun 11, NCBA Experience Designer Jobs in Kenya

Job Purpose Statement

The role’s responsibility is to define and oversee overarching customer engagements and experiences, which represent the ideal endto-end customer journeys across numerous touchpoints and result in a service experience that meets the needs and preferences of the users.

Key Accountabilities (Duties and Responsibilities)

Financial

Improved customer life time value through continuous improvement in service delivery

Getting it right the first time through design thinking sessions and incorporating customer feedback to reduce revenue loss through journey reworks.

Internal Business Processes

Collaborate with the insights counterpart to identify and prioritize research needs.

Working with other squads to drive User experience design from research to development to drive deep insights on customer journey performance

Design outstanding E2E Digital First Customer Journey Mapping.

Expert in User Experience Design that brings customer journeys to life.

Clearly articulate user challenges and user needs through use of storyboards, user journeys, user personas, empathy maps and other design artifacts to guide the design process.

Translate research insights into product/feature requirements and/or design recommendation.

Identifying top priorities to improve customer experience and then align with the business for prioritization, e.g. what will create pain relievers for our customers.

Facilitate and run design-thinking experiments to gain confidence in the direction of the overall project or product improvements.

Collaborate with cross-functional teams and squads to ensure that design solutions meet business goals and user needs.

Creating and verifying user assessment tests.

Conducting usability testing and other user feedback activities to continuously improve user experience, increase customer retention and Conversion rate.

Iteration and refinement using the feedback from usability testing to make improvements to the design and iterate through the design process until the product or service meets the user’s needs and expectations.

Testing and analyzing recently released products/features to identify potential areas of improvement.

Continuous monitoring and updating a product or service based on user feedback and market needs.

Customer

Bi- Monthly feedback sessions with cross functional teams team meetings to brainstorm on initiatives.

Achieve 50% reduction on top customer escalations through product improvement initiatives

Reporting and updating the issues on the tracker on a weekly basis

Learning and Growth

Stakeholder empowerment

Identification of Business Partner and internal support teams training needs and gaps, and co-coordinating with training team for scheduling.

Coordination of new product training for support teams i. e Contact center and LOOP store staff.

Personal Growth

Manage personal learning and development against personal develop plan

Ideal Job Specifications

Academic:

University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

Proficient in use of relevant MS Office applications and statistical packages.

Certification as a research analyst will an added advantage

Experience design certification will be an added advantage

Strong collaboration and agile mindset

Analytical Skills

Desired work experience:

At least 3 years working experience in a customer service environment and/or customer insights & analytics

Familiarity with both quantitative and qualitative research methods + research best practices.

Hands-on experience in building data-driven models and dashboards

Knowledge of data protection act 2019

How to Apply

For more information and job application details, see; NCBA Experience Designer Jobs in Kenya

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