About the Role
We are seeking a talented and passionate manager to join our team. The successful candidate will play a crucial role in driving customer-centric innovations. They will be responsible for overseeing and executing user testing strategies, ensuring our IVR, Chatbot, and FaceApp features meet the highest standards of usability and customer satisfaction. This role is integral to our mission of delivering exceptional client experiences.
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Role Purpose
Own and continuously enhance the customer and user experience across IVR, Chatbot, and FaceApp, ensuring journeys are intuitive, seamless, accurate, and aligned with the company’s CX standards.
Key Responsibilities
- Run & Maintain: Own day-to-day CX health of IVR, Chatbot, and FaceApp journeys, ensuring content, flows, and customer interactions remain accurate and effective.
- Sanity & Experience Testing: Conduct regular end-to-end sanity checks across journeys to proactively identify broken flows, incorrect responses, usability gaps, and customer friction.
- Journey Enhancement: Identify and prioritize enhancements based on customer feedback, VOC, complaints, interaction insights, and emerging servicing needs.
- Customer Experience Design: Simplify navigation, conversational flows, messaging, and self-service journeys to improve ease, clarity, and resolution.
- Digital Adoption: Drive higher self-service adoption by improving journey effectiveness and reducing unnecessary transfers or assisted-service dependency.
- Change Validation: Represent the customer perspective in new releases and enhancements, ensuring CX/UAT validation before customer rollout.
- Performance Monitoring: Track key measures such as containment, completion, abandonment, transfers, failure points, customer feedback, and experience outcomes.
- Cross-functional Coordination: Work closely with Product, Technology, Operations, Contact Centre, and Digital teams to resolve experience gaps and deliver enhancements.
- Manage and lead a team responsible for IVR, Chatbot, and FaceApp user testing and enhancements.
- Design and implement comprehensive user testing strategies to gather feedback and insights.
- Analyze and interpret user testing data to identify areas for improvement and optimize the customer journey.
- Collaborate with cross-functional teams, including product development, design, and engineering, to implement enhancements based on user feedback.
- Ensure all testing and design processes align with industry best practices and regulatory requirements.
- Stay updated on emerging trends and technologies in user experience and customer engagement.
- Mentor and develop team members, fostering a culture of continuous learning and improvement.
- Create and maintain documentation for all testing procedures and results for future reference.
- Conduct regular performance reviews and provide constructive feedback to team members.
Requirements
- Bachelor's degree in a relevant field, such as Human-Computer Interaction, User Experience Design, or a related discipline.
- Minimum 5 years of experience in user experience design, user testing, or a similar role.
- Proven track record of managing and leading successful user testing projects.
- Excellent knowledge of user-centered design principles and methodologies.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Proficiency in using user testing tools and techniques, including survey design and analysis.
- Experience in working with cross-functional teams and stakeholders.
- Excellent communication and collaboration skills, with the ability to build strong relationships.
- Ability to work independently and manage multiple projects simultaneously.
- Passion for customer experience and a commitment to delivering exceptional client outcomes.
