Description :

Grade Level:  Contractual (06 months)

Location:  Islamabad

Last date to apply: 22-July-2024

What is Product Experience Design & Usability Specialist?

The role reports directly to the Customer Experience Lead and has *0* people reporting directly into it with an extended team of 6 team members

What Product Experience Design & Usability Specialist does?

1. Support CX Team Lead to launch new products & Services in Business domain with Customer Experience (CX) & Design thinking approach

• To collect, study and design User journeys for existing & new product/service/Mobile App launches initiative of the Business Product & Solutions 
• Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements - from purchase to customer support and to product return
• Developing the end to end customer journey by leveraging new propositions and services through digital, virtual channels, emphasizing key ‘moments of customer delight’ and driving for maximum impact and value
• To conduct & coordinate for customer Journey design workshops for product/service in cross functional groups

2. To make product prototypes and provide tests of product logic/content (real clients test via Usability testing)

• To report important impacts to CX and find risks mitigation actions before implementation /commercial launch
• To check implementation deviations from design and measure impact to CX
• To perform post analyze of product/service impact to Customer CX and give further recommendations for product/service development
• Develop a product experience playbook to be used as central guidelines to launch product, services, touch point interaction & service fulfillment 

  3. Create and implement client-oriented culture elements inside Business Division

• To build and develop empathy soft skill in business functions
• To coach business functions for empathy to voice of Customers  
• To train business functions & peers with Service Design methodology  

4. To discover significant pain points in company’s products and business processes

• Interact with internal teams such as marketing, sales, product development, account management, billing, finance, Legal & CRA to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged
• Raising red flags wherever the business process – billing, deployment or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the product & services
• To perform cross-functional workshops for services/products improvement using Service Design methodology
• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
• Make regular analyze of CX metrics (NPS/CES of certain customers segments & Channels
• to perform cross-functional workshops for services/products improvement using Service Design methodology

5. Digital Product Management:

• Lead the development and management for Jazz Business World.
• Oversee the UI/UX design of the Jazz Business World app & web portal to ensure a seamless and engaging user experience.
• Work closely with vendors, developers, and cross-functional teams to incorporate new functionalities into the app & web portal
• Ensure timely and efficient delivery of product features and enhancements.
• Conduct thorough testing of app functionalities to ensure quality and performance standards are met.
• Identify and resolve any issues or bugs to provide a smooth user experience.
• Analyze app usage data and user feedback to gain insights and drive data-informed decisions.
• Monitor key performance indicators (KPIs) and implement strategies to optimize app performance and user engagement.

6. Marketing and Acquisition Strategies

• Develop and execute marketing strategies to promote the app among B2B clients.
• Utilize digital marketing, SMS marketing, webinars, and BHL marketing strategies to drive app acquisition and usage
• Plan and manage webinar sessions and other promotional activities to showcase app functionalities and benefits.

7. Regular reports on CX projects to management

8. Demonstrate excellent written, verbal, and visual communication skills

9. Expert in making power-point presentation

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

What are we looking for and what does it require to be Product Experience Design & Usability Specialist?

• Bachelor's /Masters in Computer Sciences/ Product design, Industrial Design Service Design
• Certifications in Design Thinking, Digital Marketing, Mob App Development, Project Management and Agile Methodology is a plus
• Link to a portfolio with case studies and previous work

Experience:      Minimum 2 years of experience working in a similar domain

Functional Skills:

• Understanding of products/Mobile App development framework & customers funnels
• Practical knowledge of Design Thinking Methodology
• Analytical skills (ability to cope with big data ranges, study dependencies and trends, make analyze and present conclusions).
• Hands-On experience with Usability Testing in lab and A/B Testing
• Well versed with tools like Figma, Adobe XD
• MS Office with Excellent PowerPoint & Data Analytical Skills
• Understanding of Telecom Business Model

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 65 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.