Customer Experience Analyst | IT Recruitment

  • Full Time
  • Sandton

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
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