Job description
Brief Description
Reporting to the Manager Product Solutions & Enablement , the role holder will influence the design of experience in Product development within the Enterprise Business Unit. They will play an active part in developing product experience frameworks, developing experience blueprints and, defining a differentiated product experience within the Enterprise Business Unit.The role holder will lead and ensure rollout of attractive and customer centric Products, Solutions and Campaigns that deliver above and beyond experiences, through collaborative and customer centered Product Development processes.
Detailed Description
General Responsibilities Of The Role
Design and Implement Product Experiences: Design and Develop Product and Support Experiences along the entire customer lifecycle with a view to guarantee unmatched user experiences.
Lead CX work-streams and Enforce CXX Deliverables across Enterprise product development phases in line CXX Product development guidelines.
CX Roadmap for Product Excellence :Develop, Own and Follow through CX Roadmap for Products to ensure experience excellence ambitions are not lost but are scheduled, tracked and realized.
Operational Efficiencies: Deliver costs savings by Analyzing demand emanating from product experiences and implementing initiatives that result in operational efficiencies within the product environment.
Product Readiness Assessments: Ensure that customer centric UATS and Readiness Assessments are well executed to inform the CXX Go/No Go Decisions
Product Decommissioning or Improvement: Provide insights that support decisions on strategic product decommissioning and/or improvements and steer experience excellence in product decommissioning.
Enterprise Product Excellence
Creation of requisite Product Excellence documents across all New Product Development (NPD) Phases right from CX Frameworks to CXX Go/No Go Advisories and Product In-Life reviews
Wall walk stakeholders at each NPD phase to ensure right amount of attention is focused on customer experience deliverables
Go/No Go Decision Reports: Ensure CXX Go/No Go Decision Reports are accurately prepared and all key stakeholders aligned well in advance.
Monitor the experience of existing products, solutions and campaigns and institute corrective measures in collaboration with relevant Business Units and stakeholders, as need arises.
In collaboration with the PSE Enablement Team, Ensure Enablement is smartly planned for during Products, Services and Campaigns development and seamlessly executed ahead of Launch positioning customer facing teams to deliver excellence customer experience with ease.
Reporting Excellence
Monitor and Track initiatives within your docketresulting in creation of both detailed and high level progress and focus reports.
Timeliness, Relevance & Accuracy – Ensure that information is collected from the correct sources and reported on in a timely, relevant and accurate fashion whilst targeting all key stakeholders.
Job Requirements
Bachelor Degree or Diploma and at least 4 years working experience in a related discipline with a leaning on Technology and Human Sciences.
Proven practice in a Customer Experience role that includes Design and Implementation of Customer & User Experiences.
Demonstrated skill and experience in the delivery of Enterprise Services.
Ability to communicate complex subjects in a simple way
Ability to assimilate Technology and Customer Experience to output remarkable User Experience
Strong in reporting skills including report writing and presentations.
Capable of working in a complex organization, smart negotiator and able to build strong relationships and credibility without necessarily having direct management control.
Strong understanding of Customer Journeys, design of touchpoint experiences and related global trends.
At least 4 years working experience in customer experience environment
(Added Advantage) Cross-channel experience in a complex go-to-market business.
Additional Details
Note to Applicants
As part of our recruitment process, successful candidates will be expected to provide the documents below for verification;
Applicable to Kenyan citizen candidates only
Scanned copy of Certificate of Good Conduct from the Directorate of Criminal investigation (CID Kenya) (Less than 12 months old)
Scanned Copy of Certificate from a reputable Credit Reference Bureau (CRB)
Applicable to all candidates
Scanned copy of your University Certificate/s
Scanned copy of your National ID /Passport /Legal Form of Identification
