NCBA Experience Design Lead Jobs in Kenya

NCBA Experience Design Lead Jobs in Kenya

Job Purpose Statement

The Customer Experience Design Lead is responsible for our customer’s end-to-end and future-state journey. CX Design Lead is a collaborator and cultivator who works with partners across the organization and stewards our experience vision in a way that harmonizes the delivery of our collective experience efforts.

This includes efforts to close competitive gaps and leapfrog in the marketplace. Additionally, the CX Design Lead ensures all teams are aligned with the CX journey vision for projects and efforts they are accountable for.

Key Accountabilities (Duties and Responsibilities)

Financial

Design and implement a framework that will continuously deliver;

Optimal efficiency, compliance and cost containment through reduced exposures and impact of risks associated with service provision in line with policies, regulatory guidelines, Consumer Protection Act (Kenya) and any other consumer guidelines as guided by country of operations

Improved customer life time value through continuous improvement in service delivery

Measure financial impact against CX related SLAs

Internal Business Processes

Works with CX Transformation Council and business teams to develop and drive the Experience Design strategy for our aspirational journey.

Garner support for our vision and initiatives that help us deliver on it.

Facilitate the definition, alignment, and
organizational roadmap to deliver on our desired
future state.

Lead complex and cross-functional initiatives that ensure success at important touchpoints throughout the journey.

Lead complex and cross-functional initiatives that ensure success at important touchpoints throughout the journey.

Commissions and guides research to identify
challenges, opportunities & solutions to the customer journey.

Analyze, convert and connect data from an array of sources and deliver digestible and actionable insights.

Facilitates and conducts design-thinking experiments to garner confidence in direction and move efforts forward.

Defines and prioritizes the journey backlog to deliver on the business vision and priorities.

Provides constant feedback to the teams delivering

on the journey and helps them follow a vision.

Advocates for journey prioritization across different business, business function and operational teams

Works alongside CX teams to support transformative CX efforts in our business and create efficiencies as we work to remove friction in the journey.

Develops and monitors robust metrics throughout the journey – from both the customer and organization’s point of view

Customer

Drive CX metrics (NPS, CSAT, User love metrics etc) by tying customer experiences together in a single view by engaging the right teams to eliminate pain points and design remarkable experiences in the end to end servicing model.

Learning and Growth

Stakeholder empowerment

Identify and support CX coaching consumer insight needs for stakeholders at various levels
Personal Growth

Manage personal learning and development against
personal develop plan

Ideal Job Specifications

Academic:

University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

Proficient in use of relevant MS Office applications and statistical packages.

Certification in Quality Assurance an added advantage

Certification as a research analyst

Quality Assurance experience an added advantage

Desired work experience:

At least 6 years working experience in a customer service environment and/or customer insights & analytics

Familiarity with both quantitative and qualitative research methods + research best practices.

Hands-on experience in building data-driven models and dashboards

How to Apply

For more information and job application details, see; NCBA Experience Design Lead Jobs in Kenya

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