Customer Experience Design

Grade: L3
Application Deadline: 14th October, 2018

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our Team & You
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 55 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy. 
 
What the first 30-60-90 days in the job will look like?
-Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with a detailed orientation program where you will learn about Jazz’s core values, business, and products
Meet the relevant stakeholders concerning your team
Develop understanding of your division, function, its structure, and your role within the microcosm.
Develop understanding of the customer touchpoints & experience
 
-Within 60 days, you will:
Establish good relationship with relevant stakeholders of the team internal & external.
Put together a framework for Customer Journey Designing and Governance.
Develop a strong knowledge of different business lines, consumer trends, technology trends & competitive experiences.
Build & manage a database of all current & future capabilities of customer journey mapping and design thinking in the organization.
Provide recommendations, present & influence relevant stakeholders to address gaps in the customer experience.

-Within 90 days to onwards you will:
Develop Principals of Journey Design & put in place journey governance model
Design/refresh Key Customer Journeys
Take relevant teams in the organization through a few rounds of Creative Sprints & Customer Workshops
Figure out a discipline to leverage voice of the customer insights on all aspects of customer interactions to identify customer pain points and challenges
 
A Bit About You:
We are looking for someone who has already delivered on challenging projects and has taken end-to-end responsibility from planning to roll out within customer experience domain.Prior experience of service design, design thinking or design methodologies will be preferred.
 
You should have excellent ability to look beyond the obvious, get to the What and Why (clear problem definition) from a customer’s perspective before jumping to designing solutions. Empathy, high emotional quotient, keen sense of observation and ability to process variety of points of views and possibilities, are qualities that you must have.
 
You should have sound knowledge & experience in service design, journey mapping & human centered design.
 
A Bit About Us:
At Jazz, we are rapidly scaling our ability to live our value of being Customer Obsessed. We are focusing on building effortless, intuitive and reliable experience for our customers at the conception/design stage of products and services, by anticipating our customer needs and possible pain points.
 
The structure of the team you will join is:
·       A  member team (including the department head) with  sub teams
·       You will be part of a  member sub-team reporting to a manager

The main priorities of the team as a whole are:
Develop and build the customer experience design portfolio
Align focus of multiple stakeholders & the team toward a unified end-to-end experience for the customer, bringing together strategy and execution
Build enabling processes to deliver the desired customer experiences consistently and reliably

With which other stakeholders the successful candidate will work with functional/regional/ within the team. What would be the result of those interactions if we assume 100% collaboration?
Ability to build strong relationships with External Teams,especially academics/startups working in the area of experience design
Ability to Crowdsource ideas and solutions  
Ability to build strong relationships with Internal Teams:
 
The three (03) must have past experiences the best candidate should have.
Service Design
Customer Experience Journey
Design thinking
 
Must have technologies the candidate should have
Microsoft Office
CX software
User-centered design (UCD), user research, user testing, A/B testing, rapid prototyping, usability and accessibility
 
Essential skills must have: 
Stakeholder Management
Customer Centric
Analytical & Presentation Skills
 
 


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