NCBA Group Experience Designer Jobs in Kenya

NCBA Group Experience Designer Jobs in Kenya

Job Purpose Statement

The role's responsibility is to define and oversee overarching customer engagements and experiences,
which represent the ideal end-to-end customer journeys across numerous touchpoints and result in a service experience that meets the needs and preferences of the users.

Key Accountabilities (Duties and Responsibilities)

Financial

Improved customer life time value through
continuous improvement in service delivery

Getting it right the first time through design thinking sessions and incorporating customer feedback to reduce revenue loss through journey reworks.

Internal Business Processes

Collaborate with the insights counterpart to
identify and prioritize research needs.

Clearly articulate user challenges and user needs through use of storyboards, user journeys, user personas, empathy maps and other design
artifacts to guide the design process.

Translate research insights into product/feature requirements and/or design recommendation.

Collaborate with cross-functional partners /
squads to discuss project specifications /requirements and provide work/deliverable products

Identifying top priorities to improve customer
experience and then align with the business for
prioritization, e.g. what will create pain relievers for our customers.

Facilitate and run design-thinking experiments to gain confidence in the direction of the overall
project or product improvements.

Collaborate with cross-functional teams and
squads to ensure that design solutions meet business goals and user needs.

Creating and verifying user assessment tests.

Conducting usability testing and other user
feedback activities to continuously improve user
experience, increase customer retention and
Conversion rate.

Iteration and refinement using the feedback from usability testing to make improvements to the
design and iterate through the design process until the product or service meets the user's needs and expectations.

Testing and analyzing recently released
products/features to identify potential areas of
improvement.

Continuous monitoring and updating a

product or
service based on user feedback and market
needs.

Customer

Bi- Monthly feedback sessions with cross functional teams

Weekly team meetings to brainstorm on
initiatives.

Achieve 50% reduction on top customer
escalations through product improvement initiatives

Reporting and updating the issues on the
tracker on a weekly basis

Learning and Growth

Identification of Business Partner and internal support teams training needs and gaps, and co-coordinating with training team for scheduling.

Coordination of new product training for
support teams i. e Contact center and LOOP store staff.

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 as a research analyst will an added advantage

Experience design certification will be an added advantage

Strong collaboration and agile mindset

Analytical Skills

Desired work experience:

At least 3 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

Knowledge of data protection act 2019

How to Apply

For more information and job application details, see; NCBA Group Experience Designer Jobs in Kenya

Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.

Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.

Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!