CX User Testing & Design Manager

About
Job Purpose:

• Ensure all journey designs are customer centric and respond to client feedback and needs.
• Able to produce and exercise test procedures and recognize errors on new and existing journeys.
• Undertake and present user experience research to feed into the design to ensure the optimal user experience.
• Understanding of the customer journey end-to-end.
• Understanding of Consumer Protection Regulation and how it can be integrated in journeys, communication, and for new products & services.
• Foster innovation and customer centricity to ensure the Department’s digital experiences are contemporary, innovative, and meeting customer needs.
• Detect and track digital/process defects and inconsistencies through Voice of customers.
• Provide timely solutions where gaps identified and implement.
• Foster customer and frontline feedback to enhance customer experience through journey enhancement, digitalization, and process improvement.
• Analyze client’s data/information to enhance customer experience.
• Responsible for running and delivering all projects under the umbrella of RBG CXCG.
• Ensure that all projects are delivered on time, within scope, and within budget.
• Assist in the definition of 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.

Key Result Areas

• Improve Customer Satisfaction and Net Promoter Score through improved digitized experiences.
• Improved CX through key participation in journey design and testing impacting client experience.
• Enhance CX metrics across the board.
• Collaborate closely with other team members and stakeholders.
• Interact with customers and analyze their feedback.
• Work across all levels, functions, and divisions to enhance service standards.
• Escalate concerns to management when required.

Requirements

• Should be professional, proactive, and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs.
• Strong analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions, and recommend process and product improvements.
• Should possess exceptional abilities to handle complexities of stakeholder engagement regarding problem resolution.
• In-depth understanding of Retail Banking products and services, processes, and system complexities.