Job Title: Customer Experience (CX) and Employee Experience (EX) Expert Location: Dublin, Hybrid , 2 days a week (on occasions extra days in the office will be required) Contract / Permanent : FTC 12 Months, With further extension Start date: September /Early October 2024 Role: The client's ICT and PMO teams support the enabling of ICT and Digital Services for their sector.
As part of the customer service strategy, the client is implementing a Case Management Solution (CMS) to track individual customer service queries across channels and agents over time.
The implementation of an end-to-end case management solution will offer a suite of capabilities that will enable the client to deliver an enhanced customer service experience to both customers and employees.
We are seeking a talented Customer Experience (CX) and Employee Experience (EX) Expert to join our dynamic team.
The ideal candidate will have a strong background in creating both frontend and backend designs with a focus on user-centric solutions.
You will work closely with our development and backend teams to ensure seamless, user-friendly experiences for both customers and employees.
The CX and EX Expert must be proficient in working on Agile projects, with prior experience in MS Dynamics Case Management Solution (CMS) and customer journey mapping being highly desirable.
We are looking for an experienced professional who can leverage strong business skills to design and implement user-centric and responsive workflows, optimizing the journey for both end users and employees.
Necessary skills include: Technical Skills · At least five years of dedicated experience in developing and managing user centric workflows for large-scale digital products.
· Demonstrated expertise in enhancing customer journey maps, with a background that showcases contributions to business process improvements.
· Exceptional communication skills, with an emphasis on collaboration and innovative problem-solving.
· In-depth knowledge of design constraints and guidelines for digital platforms, including Design thinking background.
· Able to conduct design thinking workshops, user journeys that can be translated to business requirements to build a product backlog.
· Strong advocate for inclusive user design principles, with a commitment to creating accessible and user-friendly digital experiences.
· Proficient in any CX/EX related tools, with advanced skills in leveraging its features for optimal user design efficiency.
· Proven ability to collaborate effectively with development teams to deliver high-quality web, mobile, and back-office interfaces with business rules.
Non-Technical Skills · Creative thinking and Problem solving skills · Good Collaboration skills · Proficiency in the English language · Ability to provide hands on leadership skills · Team player with excellent communication skills Qualifications · Any relevant CX certification · Business or similar User Design related Qualification (Level 7 or above) Experience Level Required: · It is a mandatory requirement, that the Resource proposed has the equivalent of 5 years' experience in a similar role · It is a mandatory requirement that the Resource proposed hold the following qualifications or equivalents: Ø Any relevant CX certification Ø Business or similar User Design related Qualification (Level 7 or above) Key Deliverable: The following non-exhaustive list of Key Deliverables, are applicable to this Role.
· Optimise customer journey touch points, for a positive experience that drives customer satisfaction.
· Analyse and map the customer journey to identify pain points and areas for improvement.
· Collect and analyse customer feedback and data to gain insights and drive actionable improvements.
· Foster cross-disciplinary partnerships with designers, innovators, and engineers to unify and elevate the user experience across our applications.
· Identify and lead initiatives to process improvements to enhance the customer experience.
· Be voice of the customer in ensuring their needs and expectations are met.
· Leverage CX/EX tools and technologies to enhance the customer experience and streamline operations.
· Partake in the development of product design, establishing best practices through comprehensive documentation and efficient workflows.
· Drive the creation and implementation of design components, setting the standard for our digital presence.
· Guide teams in transforming process flows into executable long-term strategies with a focus on user-centric design Requirements Key Experience/Competencies/Skillsets : The following Experience/Competencies/Skillsets are applicable to this Role.
· User centric Designs: proven experience in customer management and customer service to map user journeys.
· Collaboration: Work closely with developers, product development, and support teams to ensure a cohesive and customer-centric approach to ensure stakeholders requirements met.
· Tools: Proficiency with CX/EX and CMS tools, as well MS office suite.
· Learning: Stay up to date with the latest CX/EX trends, tools, and technologies.
