Senior Customer Experience Designer at Equity Bank Kenya

Job Purpose Statement

• The Senior Customer Experience Designer position supports the development of a holistic customer experience strategy that enables the delivery of positive, meaningful interactions across all customer touchpoints.
• Responsible for developing and implementing the Group’s customer journey mapping framework to guide mapping and optimizing the end-to-end customer journeys across various touchpoints and channels.
• Influence design and prioritization decisions that enhance the customer experience through improvements in products, channels, processes, communications and ‘moments that matter’ interactions. This role is a key liaison with internal teams such as marketing, business development, product development, operations, finance, etc. to ensure that gaps in the customer experience—wherever they may occur in the journey—are plugged.

Key Accountabilities (Duties and Responsibilities)

Financial:

• Partner with departmental leadership to build an inclusive vision of the end-to-end customer journey that highlights each department's contribution to customer experience excellence. Includes Innovation and Growth teams that will develop solutions for existing customer pain points and drive consistent and synergistic experiences across various customer offerings.
• Develop and maintain effective relationships with key stakeholders to share best practice, drive consistency in resource planning and ensure timely delivery of projects.
• Ensure the long-term business strategy and the customer roadmap are fully aligned.

Products and Processes:

• Identify ideal customer profiles and leverage customer journeys to expose gaps in the customer experience across all touchpoints and across all customers’ interactions, transactions, and engagements – from product activation to customer support and exit.
• Analyse and synthesize data to identify and apply key insights and trends from Voice of Customer (VOC) programs, customer complaint data, and primary / secondary research to inform the customer journey roadmaps.
• “Future State Ideation” design experience – facilitate cross-functional ideation sessions, develop future state experience maps, document experience improvements (e.g., capability gap assessment, identifying necessary initiatives and capabilities to bridge gaps), and validate maps and capabilities.
• Partner with Customer Research and Data and Analytics teams to drive an analytical understanding of what matters most to customers, utilizing both existing data and identifying opportunities for new data to better understand the experience across systems, channels and processes from a customer perspective.

Customer:

• Bring the customer to life through the creation of customer personas that identify customer interests, mind-sets and behaviours.
• Create an understanding around customer interactions during the different stages of the lifecycle through the visualization of customer personas and journey maps that capture touchpoints and highlight areas of friction.
• Capture customer pain points and identify gaps between the aspirational customer experience strategy and the reality of the customer journey.

Learning and growth:

• Continuously obtain training to improve relevant skills for delivery of Business Expectations 

Qualifications
Ideal Job Specifications:

Academic:

• University Degree – Upper 2nd Class or equivalent.

Professional:

• Customer Journey Mapping certification
• Lean and/or Six Sigma certification or other recognized Business Process Improvement Methodologies.
• MS Office Tools (Word, Excel, PowerPoint, Project, Visio)

Desired work experience: 

• 7+ of experience in Financial or Services industry handling customer experience, business development or product development roles
• 4+ years of experience in service design, user-centred design or process reengineering.
• High level of understanding of customer journeys, bank systems in the industry with practical experience in the use of CRMs and other Banking software

Ideal Job competencies

Technical Competencies

• Quality orientation to effectively define and review activities/tasks in a manner that consistently produces processes and procedures that support high quality of service.
• Knowledge and understanding of relevant products and services 
• Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.
• Technical skills to effectively perform and guide new system’s testing/implementation activities and tasks in a manner that consistently achieves high quality standards or benchmarks 
• Good understanding of financial services technology, processes and process improvement techniques 
• Ability to create a sense of shared direction among disparate and diverse individual views with good persuasion skills to influence/convince others towards desired behaviour and change acceptance 
• Leadership skills to effectively manage/lead a team and deputize for the team leader. Motivates and empowers others in order to reach organizational goals. 
• Strategic thinking with a good understanding and application of commercial and financial principles and view of issues in terms of costs, profits, risks, markets and added value. 
• Strong planning and organizing skills to effectively manage and deliver on multiple deliverables; organize and schedule events; activities and resources and set up/monitor timescales and plans
• Ability to plan and organize self and work in order to achieve objectives and targets and able to overcome obstacles and move forward
• Experience in the identification, assessment and management of project risks
• Effective training skills

Behavioural  Competencies:

• Purposeful Collaboration to leverage the dependencies across the organization and create organization alignment for decision-making and delivery of quality outcomes
• Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage stakeholders who impact performance. 
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Proactive, confident, energetic and able to work under pressure with a positive attitude; excellent interpersonal skills and good decision making skills