Customer Experience Analyst - UX / UI

Job description / Role

Customer Experience Analyst - Location - Riyadh, Saudi Arabia. Salary - TBC.

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

- Digital Analyst - This purpose of this role is to develop, implement and manage the digital analytics capability. This will include on-going reporting and analysis of web traffic and social media listening data and making actionable recommendations regarding how the customers experience of digital channels can be improved.

- UX Researcher - The purpose of this role is to convert customer insight and service design propositions into research briefs and to execute UX research in our customer experience lab. The role will involve customer-facing work to carry out UX research with customers and in the lab and to translate research findings into actionable recommendations.

- Digital Assistant - The Digital Assistant will support the digital experience team to improve the experience of our digital channels. This will involve writing, editing and proofreading site content and to work with other departments to co-ordinate web initiatives. The role will support both the content manager and digital assistant in the smooth running and administration of our digital channels.

In addition, the role will carry specialist responsibility for one of the following areas:

Digital Analyst
- Develops, implements and manages the digital analytics capability within the bank
- Accurately measures, reports and analyses digital analytics data to understand the digital experience
- Produces regular insights and recommendations that will improve our digital channels and measures the success of changes made.
- Support the teams researchers and designers to calculate the impact of customer experience changes made to products and services.
- Leverages analysis to improve search performance of our sites.

UX Researcher
- Translates stakeholder requirements into research solutions and executes research with users in the CX Lab.
- Conducts UX research initiatives (e.g. expert reviews, usability reports, heuristic analyses and usability tests) and makes actionable recommendations to improve our web presence.
- Works with UX Architect to prototype proposed solutions
- Supports other departments to design digital services that comply with UX best practice

Digital Assistant
- Writes, edits and proofreads site content and works with other departments to co-ordinate web initiatives
- Assures web projects are delivered on time.
- Ensures web-based information is archived for future needs and reference
- Maintains the master content calendar for all web properties
- Provides cover for digital analytics role when required.

Requirements

- Good numeracy and communication skills
- Willingness to perform other related duties as and when required.
- Able to multi-task, prioritise and perform well under pressure.
- Willingness to travel between offices in Saudi when necessary.
- The ability to work under pressure and to tight deadlines.
- At least three years experience implementing and administrating Google Analytics, Google Tag Manager or other digital analytics tools such as Webtrends, Unica NetInsight or Adobe Site Catalyst within a large corporate environment.
- Advanced Microsoft Excel skills.
- At least three years experience of optimising a high traffic site based on the use of digital analytics, including strong SEO experience.
- Experience using other business intelligence & statistical tools such as SPSS, SAS, Tableau
- User Experience (UX)/Service Design professional with a minimum of 3 years experience of designing digital solutions
- At least 3 years experience delivering UX related projects.
- At least 2 years experience of managing customer research and innovation
- Demonstrable experience of designing user experience/service design research projects to client briefs
- 3 years experience in administering or supporting a high volume website or social media platform
- Basic knowledge of HTML and Adobe Photoshop and/or Adobe Creative Suite

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.