CX Design Specialist Job in Johannesburg
Job Description
CX Design Specialist Job. To provide expertise, advice, and formulate/document the customer journey experience across FNB, interacting with customers across channels, products, segments, and platforms to understand customer needs, behaviors, and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey.
Responsibilities of CX Design Specialist Job
- Enhance the customer experience through continuously innovating, driving change, awareness, and collaboration across relevant business areas.
- Utilise customer insights to design deliberate customer experiences utilizing CX design tools and frameworks.
- Understand customer needs, contribute to the design of the customer experience, and manage expectations throughout the customer life cycle.
- Arrange workshops and create awareness of customer experience initiatives and changes to relevant stakeholders.
- Analyse information and reports to identify trends, discrepancies, and inconsistencies for decision-making purposes.
Requirements
- Have a completed Bachelor’s Degree.
- Have 2 to 5 years of experience in customer experience, communication, client engagement, and marketing.
- Have demonstrated Customer Journey design experience/ knowledge.
- Problem solver (design thinking).
- Have the ability to engage and influence stakeholders.
Skills
- Proficiency in UX/UI design principles and tools (e.g., Adobe XD, Sketch, Figma).
- Strong understanding of customer journey mapping and user research methodologies.
- Ability to analyze data and derive actionable insights to improve customer experiences.
- Excellent communication and collaboration skills to work cross-functionally with teams.
- Knowledge of design thinking methodologies and human-centered design approaches.
- Familiarity with web analytics tools (e.g., Google Analytics) to track user behavior.
- Creative problem-solving abilities to address user pain points and challenges.
- Understanding of accessibility standards and best practices.
- Adaptability to evolving technologies and design trends.
- Project management skills to handle multiple projects and meet deadlines.
