Senior CX Service Designer

We are looking for Senior CX Service designer who will help us differentiate with a world-class customer experience that consistently outpaces expectations and transforms the Group into hybrid retailer bringing luxury experiences to the fingertips of the customers everywhere. We’re looking for someone who cares deeply about customers, is able to understand complex systems of information and simplify that information for others, and will bring a strong process-oriented design methodology.

JOB RESPONSIBILITIES:

Customer Experience:

• Act as a consultant to the business on all CX related matters
• Plan and execute of cross-functional end-to-end projects to redesign customer journeys
• Develop a strong understanding of the brand’s key customer journeys
• Prepare presentations and clearly communicate projects deliverable to brand’s captain
• Define KPIs in coordination with Group CX team to monitor success and progress, collect and apply learning, and provide a go forward process
• Create service measurements of success for internal and external teams
• Leverage data and technology to improve KPIs through performance management and automation
• Partner with Logistics, Brands, Communications and Social Media teams to obtain the most current and accurate information for our clients
• Explore and advise brand leadership on new technologies and/or vendors to improve productivity and customer engagement (i.e. chat and educational videos)
• People Experience and Brand Training: Upskill team members on all CX related matters
• Lead all brand trainings for DnG frontline staff Elevate tech savviness of team to support roll-out of digital projects in-store

YOUR PROFILE:

Required

• Bachelor’s degree in Marketing, Engineering, Design, or a related field, or the equivalent education and/or experience.
• Minimum of 3-4 years work experience in user-centered service and/or design, e.g. creation of customer journeys, service blueprints, experience flows, as well as definition of touchpoints, and design/interaction guidelines, human-centered research methodology and (ethnographical) interviewing.
• Proven and successful at delivering a product design, from design to launch. • Familiarity with research tools and techniques such as Crazy Egg, Google Analytics and Optimize, usertesting.com, customer interviews, small-focus groups, and surveys.
• Experience of using design thinking principles or methods, facilitating Design Thinking workshops and trainings.
• Business knowledge paired with outstanding analytical, conceptual, and design thinking skills.
• Proven ability to create new service designs based on relevant user insights and to effectively communicate them to stakeholders.
• Work under time constraints on several tasks and projects simultaneously, as well as a marked ability to work in cross-functional teams.

Preferred

• Master’s Degree
• Retail industry and luxury is a plus.
• Arabic (written and spoken) is preferred.
• Agency or consultancy is preferred.

COMPETENCIES

•  User Experience Design
• Project Management
• Design Thinking
• Customer Experience Management (CEM)
• Customer Behavior and Preferences
• Customer Analytics
• Process Mapping/Flowcharting
• Demonstrating Personal Resilience & Adapting to Change
• Demonstrating Customer Centricity
• Technical
• Understanding & Developing Self
• Driving Results
• Training Delivery
• Market Research
• Communicating effectively
• Collaborating & Influencing with Respect & Trust
• Being Inclusive
• Business Acumen
• User Acceptance Testing (UAT)