Junior CX Service Designer

Chalhoub Group

Jeddah, Saudi Arabia

Posted
Ref: GP285-2083

Job description / Role

Employment: Full Time

Who we are

We are a leading luxury retailer in the Middle East, with more than 600 stores, 300 brands, and over 65 years of experience in the region, we are the premiere destination for luxury goods. To fuel the next stage of our organisation's growth we are looking to build a world class team. From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey.

Ready to join our exciting transformation to become a hybrid retailer, bringing luxury experiences to the fingertips of our customers everywhere? Now's your chance. By being part of our journey here at Chalhoub Group, you can make a real impact on customers and some of the finest brands in the world. In return, you'll have everything you need to innovate your career.

What you'll be doing

- Support co-designing with customers, brand managers, and other stakeholders to deliver human-centered, end-to-end solutions that meet needs of customers.
- Participate in user research activities (such as surveys, user testing, focus groups etc.) and incorporate insights into service design and deliverables.
- Responsible for mapping customer and/or user journeys and holistic view of the experience by identifying critical touchpoints, how those touchpoints are connected, and how people experience the brand throughout their entire lifecycle.
- Support leading design brainstorming and review sessions with brand managers and other key stakeholders.
- Support identification and prioritization of opportunities that will inform our experience strategy.
- Work closely with product development, sales, marketing, and operations to integrate UX & Customer insights to optimize the journeys.
- Use VoC research and insights and competitor analysis to transform what customers want into what users need to efficiently get their jobs done.
- Develop customer journeys, service blueprints, workflows, wireframes, and other design deliverables.
- Understand and articulate clearly how journeys, processes and services need to change from a user centered, system, and business perspective.
- Use UX best practices to design digital experiences for target users, and support the company's business goals while advocating for users' needs.
- Apply a design thinking culture within the organization.

Requirements

What you'll need to succeed

- Proven and successful at delivering a product design, from design to launch.
- Familiarity with research tools and techniques such as Crazy Egg, Google Analytics and Optimize, usertesting.com, customer interviews, small-focus groups, and surveys.
- Experience with field research (e.g., store experience audits, mystery shopping, etc.)
- Experience of using design thinking principles or methods, facilitating Design Thinking workshops and trainings.
- Business knowledge paired with outstanding analytical, conceptual, and design thinking skills.
- Proven ability to create new service designs based on relevant user insights and to effectively communicate them to stakeholders.
- Work under time constraints on several tasks and projects simultaneously, as well as a marked ability to work in cross-functional teams.
- Arabic (written and spoken).

What we can offer you

We will help shape your journey with us through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility.

Our Group offers the opportunity to support careers that may span different teams, different job roles, different categories and even different countries. We offer diverse career paths for those who show drive and passion as well as the desire to learn and grow.

Amazing benefits

We recognize the value that you bring, and we strive to provide a competitive benefits package which includes health care, life insurance, child education contribution, remote and flexible working as well as exclusive employee discounts.

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.