Customer Journey Expert/UX at Safaricom Kenya

Reporting to the Product Owner, the role holder will be a squad who designs and operates the end-to-end customer journey including touchpoints.  This includes all critical elements of CX across customer journey design, service design, process design, quality management and chain. They will also optimize customer satisfaction, ease of use and access as well as consistency in the customer experience.

Key Responsibilities and decision ownership:

Key Responsibilities

• Working with other squads to drive UXD from research to development. 
• Planning and Co-ordinating UX research for various company-wide projects
• Providing world class direction on User design execution
• Establishing design principles and UX direction for designers and engineers
• Translating research insights into product/feature requirements and/or design recommendations
• Clearly articulating user challenges and user needs through use of storyboards, user journeys, experience maps and other UX models

Usability and user experience testing

• Conducting design sprints
• Testing and analyzing recently released products/features to identify potential areas of improvement

Squad member

• Active squad member, bringing his/her relevant Chapter expertise to the squad and working day-to-day on tasks in the squad backlog

Chapter member

• Encourage a culture of chapter excellence and talent attraction
• Develop standards and guidelines required for the relevant chapter
• Encourage learning and knowledge sharing within the relevant chapter

QUALIFICATIONS

Must have technical / professional qualifications:

• Relevant Education in Human-Computer interaction, Computer Science, Computer Engineering, Information Systems, Information Technology, Psychology, Cognitive Science, Anthropology, Information Systems, or any related field.
• Strong Business competencies
• Strong collaboration agile mindset
• Analytical skills
• Must provide a strong work portfolio that demonstrates systematic and creative design thinking as well as a deep understanding of UxD best practices.