UX Architect / Customer Experience Specialist

Job description / Role

cUX Architect / Customer Experience Specialist - Location - Riyadh, Saudi Arabia. SalaryUX Architect / Customer Experience Specialist - Location - Riyadh, Saudi Arabia. Salary - TBC.

Our client based in Riyadh, Saudi Arabia are looking to recruit a Customer Experience Specialist to own, drive and manage Customer Experience initiatives in one of the following areas:

Customer Insight and Voice of Customer Analysis: Support the Customer Insight team to provide customer insight by building and monitoring best-in-class insight solutions to enable informed decision-making and ensure products and services meet customer needs.

Customer Experience Design: Work with the broader CX Team and other departments to leverage customer insight to design and innovate the customer experiences the Bank could and should deliver. Based on customer insight, drive the design of new service propositions and enhancements to existing services.

User Experience Architect: Provides prototyping support to the Customer Experience Design team and drives UX best practice throughout the organisation. Works in collaboration with Customer Experience Design to bring digital propositions to life through storyboarding, developing paper & clickable prototypes, designing & testing information architectures, template design and developing digital guidelines. Conducts testing of digital products with real customers in a lab environment.

Content Management: Responsible for ensuring that the content in our digital channels is up to date, implemented correctly and digital guidelines. Manages site content and works closely with the content specialist to ensure content meets customer needs.

Content Specialist: will provide design & copy assurance to ensure that the content within our channels delivers the appropriate customer experience and that the content created meets customer need and expectation. Produces and edits copy to support CX Initiatives.

Responsibilities:
- Owns, drives, manages and delivers a range of CX initiatives through the application of subject matter expertise in Customer Insight, Customer Experience Design, UX Architecture or Content Management and Content Assurance.
- Establish relationships and liaise with key stakeholders to seek out and drive new CX initiatives and promote customer-centricity
- Conduct customer testing activities in a lab environment
- Manage external suppliers as and when required.

The role carries specialist responsibility for one of the following areas:

Customer Insight Management, Reporting to Head of Customer Insight
- Manages and implements repeatable customer insight programmes (e.g. Net Promoter Score) to deliver meaningful insight and actionable recommendations.
- Identifies areas required for further ad-hoc research and conducts in-depth research using traditional and advanced research methods.
- Establishes, supervises and executes the customer recruitment process to support customer testing activities.
- Conducts customer interviews or facilitates focus groups within the Customer Experience Lab to understand how customers respond to marketing, product and service ideas and makes actionable recommendations on how to address customer needs.

Customer Insight Analysis, Reporting to Head of Customer Insight
- Implements and maintains the Customer Experience Measurement framework and Dashboard
- Conducts in-depth quantitative analysis of customer data using a variety of methods and techniques (e.g. Statistical, Multi-variant A/B, segmentation & profiling) to provide the Bank with data-driven insight and an understanding of the key drivers which underpin customer experience.
- Authors reports and presentations containing actionable recommendations and explains how and why customers behave and think in the way that they do.
- Supports customer recruitment by implementing and maintaining a Customer Panel Database.
- Supports Customer Testing activities through the execution of ad-hoc analysis

Customer Experience Design, Reporting to Head of Customer Experience Design
- Leverages customer insight to drive the design of new product &service propositions or enhance existing services.
- Develop the Banks customer journey mapping capability and maintaining journey maps as a resource for the business.
- Supports innovative approaches to design, using creative facilitation techniques, leveraging best practice from other sectors and take the lead at stakeholder meetings and team brainstorm sessions
- Coordinate with external suppliers, HR and the Banks training team in the day to day running of the CX Academy.
- Work with the UX Architect (Designer) to specify prototypes that bring your designs to life and that the Bank can evaluate and test.
- UX Architect, reporting to Head of Customer Testing
- Develops prototypes (e.g. wireframes, paper prototypes, storyboards and clickable prototypes) in support of the Customer Experience Design team and drives UX best.
- Provides heuristic evaluation, competitive analysis, usability walkthroughs and applies other usability issue identification methods as appropriate
- Organises, leads and conducts design reviews, both within the CX Team and within projects which involve a variety of Bank stakeholders
- Conducts customer interviews or facilitates focus groups within the Customer Experience Lab to understand how customers respond to marketing, product and service ideas and makes actionable recommendations on how to address customer needs.
- Develops Digital Usability Guidelines and embed their use within the organisation
- Content Manager, Reporting to Head of Digital Experience
- Ensures that the content in our digital channels is up to date, accurate, fit for purpose and meeting customer needs.
- Manages content for the banks digital channels (requires working with content management software)
- Coordinate web projects across departments
- Maintains a consistent content experience across all digital channels
- Works with Content Specialist to ensures content is search engine optimised
- Content Specialist, Reporting to Head of Digital Experience
- Maintaining, promoting and enforcing CX best practice guidelines and principles within the Bank through regular content monitoring.
- Supporting all capabilities within the CX Team through the development of content.
- Providing exemplary content to assist the business in delivering the optimum customer experience.
- Conducting content checks across all digital platforms (accessibility, SEO, broken links etc.)
- Works with Content Manager to ensures content is search engine optimised

Requirements

Technical Experience:
- Customer Insight Management and Analysis:
- 5+ years experience as a customer research professional (Research Agency, Consultancy or In-House research team) with an excellent knowledge of multiple research techniques, either quantitative or qualitative
- Experience of Net Promoter Score (NPS), C-Sat or other similar analysis methodology and conducting customer experience tracking studies.
- Strong quantitative research and analysis skills with experience of advanced statistical techniques and principals e.g. Cluster, Factor, PCA, regression analysis etc and using SPSS for data cleaning and analysis.
- Experience of designing questionnaires, reporting and presentation design and delivery, particularly in developing actionable insight and recommendations from research findings.
- Experience of customer recruitment methodologies: online / offline recruitment
- Experience of developing and maintaining customer personas.
- Customer Experience Design:
- 5+ years experience of leveraging customer insight to design services and/or products for customers combined with strong commercial awareness.
- Demonstrable experience of using Ideation & Innovation Techniques to improve customer experience
- Experience of planning and facilitating design workshops combined with excellent presentation skills
- 3+ years experience of developing Customer Journey Maps and leveraging them to design new products or services.
- Strong knowledge of the Banks HR and Training functions would be an advantage
- UX Architecture
- 3+ years experience of iterative prototyping with advanced skills of using Axure, Balsamiq or similar technologies.
- Experience of conducting design workshops and white boarding sessions internally with a CX Team and externally with bank stakeholders;
- Demonstrable portfolio, showing good visual design skills and an excellent knowledge of UX best practice and successful UI/UX, mobile, service and desktop experience. Proficient in sketching and skills in Omnigraffle, Photoshop, Illustrator and InDesign a benefit;
- Content Management
- 3-5 years experience managing content for high traffic websites
- Advanced knowledge of HTML and experience with content management systems. (Experience using the SDL Tridion content management system would be an advantage but is not essential.)
- Experience of using Adobe Creative Suite (Photoshop, InDesign and Dreamweaver).
- Experience of optimising content for search engines and implementing enabling technologies (e.g. google analytics tagging, metadata, keyword embedding)
- Content Specialist
- Three years of relevant, in depth, SEO experience
- Basic Adobe Photoshop and Google Analytics skills would be an advantage
- Experience working with large websites and delivering content and link strategy and developing content for social media campaigns
- Experience working with content management systems. (Experience using the SDL Tridion content management system would be an advantage.)
- Degree in Arabic, English, Journalism, Technical Writing or a related field
- General
- Ability to build and maintain strong working relationships with colleagues, clients, and key stakeholders when working as part of team.
- Impeccable personal time management, self-motivated, able to multi-task, prioritise and perform well under pressure;
- Ability to respond positively and calmly to shifting priorities, demands and timelines.
- Willingness to travel between offices in Saudi Arabia when necessary.
- Willingness to perform other related duties as and when required.
- Exceptional written, oral, and presentation communication abilities in English and, strongly preferred in Arabic

About the Company

Deerfoot IT was established in 1997 as a dedicated IT recruitment consultancy. Deerfoot's core discipline is candidate search and selection covering all IT disciplines and technologies. We hold the ISO9001:2008 quality accreditation and are a corporate and specialist technology member of the R.E.C (The Recruitment & Employment Confederation), our industry's trade body.

Our client portfolio includes organisations operating in most industry sectors including: Banking, Insurance, Retail, IT Software, Govt. and Public Sector, Information Management and the Charity sector. Our client base is located throughout the UK.

Our aim is to simply achieve best practice within our chosen discipline as IT Recruiters. Ensuring we always deliver a best value service in an open, honest, responsible and ethical manner.