CX Strategist
Summary
We are a new breed of design agency with a new, fresh approach compared to traditional agencies. We focus on creativity and innovation to create designs for our clients that are both beautiful and functional. Our team is global with people in Singapore, Manila, and London. We bring together the right mix of skillsets and work seamlessly together to service clients all over the world. We are building a team who are passionate and love to innovate through design and creative technology. Our culture fosters new ideas and inspires creativity. Covid has changed the way that people want to work, and we are ready to embrace those changes with flexibility on the standard 9-5. Evolving times require a new way of working. Our founders have a strong background in CX Consultancies and network agencies and are committed to creating a community where design thrives. We need a talented CX Strategist to lead our sprints team and ensure that every product satisfies the needs of the customer.
Job description
As a CX Strategist at Tuncarp, you are a key member of our design team, responsible for understanding the needs and expectations of our clients’ customers and developing strategies to improve their overall experience with the brand.
You will work closely with designers, researchers, and other team members to understand the customer journey and identify areas for improvement. This will include user research and analysis, creating customer personas, developing prototypes and design concepts. You’ll also work to ensure that the final product or service delivered to customers is cohesive, intuitive, and meets the needs of the target audience.
You ultimate goal is to create a seamless and satisfying experience for customers, adding value that leads to increased loyalty and customer satisfaction.
You will:
- Guide the team in the creation of site maps, IAs, personas, user stories, journey maps, wireframes and actual design
- Ensure functional specs are up to scratch
- Lead UX Audits to identify areas for improvement across sites/apps
- Lead research (qual. & quant.) and use results to inform designs
- Lead stakeholders interviews to understand business goals
- Collaborate with designers and researchers to understand the customer journey and identify areas for improvement
- Create prototypes and design concepts to test and validate ideas with customers
- Develop and present recommendations to stakeholders on how to improve the customer experience
- Work with cross-functional teams to ensure that the final product or service meets customer needs and expectations
- Monitor and analyze customer feedback and data to identify trends and opportunities for improvement
- Lead customer experience workshops and training sessions for team members
- Stay up-to-date with industry best practices and emerging trends in customer experience strategy
- Contribute to the development of the company's overall customer experience vision and roadmap.
What we're looking for
- 5+ years in experience focus on optimising user and customer experience in digital services
- Knowledgeable in the theory and creation of Service Design
- Experience working with UX & UI designers
- Able to present confidently (inc. leading workshops)
- Proactive person keen to join on a journey of growth
- Own an impressive portfolio that showcases your achievements and design projects so far
If you’re keen being a leader in a new and growing digital agency, please apply and send a copy of your CV.
