Designer

• Conducting user research to understand customer needs, behaviors, and pain points.
• Creating user journey maps to visualize and analyze the entire service experience from the customer's perspective.
• Designing and improving service touchpoints across various channels (digital, physical, and human interactions).
• Facilitating co-creation workshops with stakeholders to generate ideas and solutions for service improvements.
• Prototyping and testing service concepts to validate ideas and iterate on designs.
• Developing service blueprints that outline the end-to-end service delivery process, including frontstage and back-stage operations.
• Collaborating with cross-functional teams, including researchers, designers, subject matter experts, and business stakeholders.
• Develop and implement a comprehensive CX strategy aligned with our company's goals and vision
• Collaborate with cross-functional teams to develop and maintain detailed customer journey maps for different segments and personas, to ensure a consistent and seamless customer experience
• Oversee the implementation and adoption of CX-related technologies and tools
• Create regular reports on CX performance for readouts to stakeholders & leadership

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