Description :

Grade Level: L2

Location: Islamabad

Last date to apply: 13th January 2022

What is Team Leader CX Design & Usability?

The role reports directly to the Stream Head CX Management, Design & Usability and has 4 people reporting directly into it with an extended team of 9 team members

What Team Leader CX Design & Usability does?

Key responsibilities

• Develop and build the customer experience design portfolio
• Align focus of multiple stakeholders & the team toward a unified end-to-end experience for the customer, bringing together a strategy and execution
• Build enabling processes to deliver the desired customer experiences consistently and reliably
• Follow up on all changes that come out as an outcome of the HCD techniques
• Conduct ideation sessions supported by storyboards and wireframes
• Co-creating new/ existing customer journeys with internal and external customers
• Put together a framework for User Experience evaluations and Service Design projects
• Applying service design principles to various digital and non-digital channels with a usability perspective
• Applying usability heuristics to web and apps
• Efficient and effective operational management of Jazz Customer Experience solutions

• Recommend ways for overall improvement in customer experience design
• Evaluate Products & Processes in consultation with stakeholders and identify opportunities to enhance customer experience

• Work on customer data to create experience correlation with respect to customer profile

Key Deliverables

• Conduct analysis between overall Departmental targets and actual performance, drilling down to the root causes/ problematic areas and recommending corrective measures
• Identify quick fixes outside the touchpoint domain and assignment tasks

• Conduct user requirements analysis, task analysis, conceptual modeling, information architecture design, and interaction design
• Conduct workshops with stakeholders to generate hypotheses followed by customer and market research to evaluate hypotheses and analyse customer needs

• Apply rapid prototyping techniques to gather quick feedback on designs
• Design digital and non-digital customer journeys, formulate insights and build customer personas to create wow experiences
• Perform statistical analysis of the changes implemented and their contribution to the incremental revenue
• Consolidate customer insights from a variety of sources to provide a more comprehensive and consistent view of customer experience
• Engage Marketing, Technology, Regions, Digital & Customer Operations team for CX Design and have a proper follow-up on its improvement
• Engage Higher Management for creating visibility of CX Design & Useability
• Conduct Regular Forums with Stakeholders & Management within and outside Commercial Division

Requirements

Experience and Educational requirements

• Minimum Bachelor’s degree in industrial design, Human-Computer Interaction or a major in relevant domain from a reputable university
• Experience of working in Customer Experience Design
• Experience of Customer Experience Journey mapping and Design thinking
• Exposure to Agile way of work and digital channels
• Experience in Operations management
• Experience in Stakeholders management
• Experience in Team management

Soft skills and technical skills required

• Familiarity with all Service design tools & techniques
• Ability to conduct customer & market research in both Urban & Rural areas across the country
• Experience in User-centered design (UCD), user research, user testing, A/B testing, rapid prototyping, useability, and accessibility
• Proficiency in Microsoft Office Suite and expertise in Adobe Photoshop, Adobe Illustrator

• Ability to Crowdsource ideas and solutions
• Strong analytical & presentation skills for creating visibility at all levels
• Excellent verbal and written communication skills, along with the ability to clearly articulate and express complex ideas to a wide variety of people and groups at any level
• Ability to communicate effectively with all levels of senior management, stakeholders, vendors, and customers
• Experience managing large cross-functional projects
• Ability to build strong relationships with External Teams, especially academics/startups working in experience design
• Enthusiastic, passionate, and creative

• Strong organizational, operational, and people skills

Benefits

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 70 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.

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