Key activities for this role include: mapping insights and foresight around the customer experience; making exiting knowledge transparent and visual to share across the client organisation; translating insights and foresight into new opportunities and solutions. This role therefore requires the ability to not only ask the right questions, but listen carefully to truly understand the client’s needs and challenge.
You and your team will be collaborating closely with stakeholders from across the client's business to develop service concepts and propositions that clearly communicate how value will be generated for the customer, in addition to value for the business. As such, your responsibilities will include coordinating processes and activities ‘backstage’ to enable the touchpoints ‘front-stage’ to provide an optimal customer experience. You will also be responsible for the seamless transfer and translation of knowledge to the team of UX and Visual Designers whom take the concept further.
You are not only a passionate facilitator of workshops and co-creation sessions, but can also manage the logistics and content required for the sessions. You are comfortable being a thought partner for the client, leveraging your curiosity and knowledge of CX within the evolving market landscape.