Customer Experience Analyst | IT Recruitment

Role Purpose:

To support the planned pre-grooming analysis efforts for TechMod from a CX Design perspective, ensuring that process definition, business rules and requirements take into account the required successful customer outcomes and best state customer journeys.

Qualifications

• A minimum of 2 years of experience in a customer service/customer service management role
• Degree / Diploma in Technology / Information Management
• Relevant Qualification in Customer Experience Design (CPPM from IQ Business preferable)
• Post Graduate Degree in Technology / Information Management
• SAFe Agile certification

Experience

• A minimum of 5 – 8 years in Customer Experience Design (for process engineering and customer experience)
• Minimum 5 years previous process modelling experience using known process modelling notations (BPMN / UML)
• Customer Journey Map & Customer Narrative design
• Clearly articulating UX/UI concepts and rationale
• Experience designing complex solutions for complete digital environments
• Experience in Agile SDLC environment User Experience and Interaction
• Proficiency in Microsoft Office Suite
• Previous experience/exposure to SAfe Agile methodology essential
• Previous modelling experience using Sparx Enterprise Architect for process modelling is considered an advantage
• Previous experience using Assure DevOps is considered an advantage

Requirements

• Identification of personas as input to CX Design
• Definition & documentation of successful customer outcome canvases
• Definition & documentation of customer narratives in line with actual business scenarios
• Identification of dependencies for automation in line with defined customer narratives
• Support development teams during the development and test life cycle
• Communicate and clarify required business context and requirements with the teams where required
• Participate and contribute to solution design sessions

Key Deliverables & Responsibilities (Among Others):

• Identification of personas as input to CX Design
• Definition & documentation of successful customer outcome canvases
• Definition & documentation of customer narratives in line with actual business scenarios
• Identification of dependencies for automation in line with defined customer narratives
• Support development teams during the development and test life cycle
• Communicate and clarify required business context and requirements with the teams where required
• Participate and contribute to solution design sessions

Technical Competencies

• Excellent Communication Skills (both verbal and written)
• Strategic Thinking
• CX Journey & Narrative Design
• IT Governance
• Requirements Management
• Problem Management
• Quality Management
• Stakeholder Relationship Management
• Negotiation
• Driving Change