CX User Testing and Designer Manager

About the Job:

• Ensure all journey designs are customer-centric and respond to client feedback and needs.
• Produce and exercise test procedures, recognizing errors on new and existing journeys.
• Undertake and present user experience research to feed into the design to ensure the optimal user experience.
• Understand the customer journey end-to-end.
• Integrate Consumer Protection Regulation into journeys, communication, and new products & services.
• Foster innovation and customer centricity to ensure the Department’s digital experiences are contemporary, innovative, and meet customer needs.
• Detect and track digital/process defects and inconsistencies through Voice of Customer feedback.
• Provide timely solutions where gaps are identified and implement improvements.
• Enhance customer experience through journey enhancement, digitalization, and process improvement by fostering customer and frontline feedback.
• Analyze client data/information to enhance customer experience.
• Responsible for running and delivering all projects under the umbrella of RBG CXCG.
• Ensure all projects are delivered on-time, within scope, and within budget.
• Assist in defining project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility.
• Develop a detailed project plan to monitor and track progress.
• Establish and maintain relationships with third parties/vendors.

Location: United Arab Emirates (On-site)
Work Conditions: Full-time