CX Design Advisor

17 Apr 2020

CX Design Advisor

Key Duties & Responsibilities:

  • Bring an end-to-end, omni-channel, customer perspective into the design process for all new initiatives.
  • Guide business teams with workshops focused on improving the performance (e.g. traffic, NPS, etc.), usability, and effectiveness of our customer experiences.
  • Follow customer-centred design principles to enable the design of high-quality, warm and personalised experiences that cater to today's customers and their expectations. Support the governance process which prioritises this within the organisation.
  • Provide guidance and support to Business Analysts for link between the business (functions/departments etc) and ICT in CX matters.
  • Effectively conduct research to support, iteratively refine, and evolve design solutions.
  • Collaborate with other user experience services designers, researchers, and/or external vendors to constantly refine our process, methods, and best-practices.
  • Balance multiple work streams and requests and apply your skills to design and deliver best in class experiences to our customers. Ability to refine measurement methodologies and use to
  • continuously make iterative improvements to existing journeys
  • Support the implementation of structure into CX design approach and governance (CX Design Board)
  • Implement a consistent approach through the design and embedding of the KBC Design Language
  • Act as a CX champion in KBCI and work to embed best in class CX practices throughout the organisation

Knowledge, Education & Experience:

  • 2+ years proven & tangible experience designing and delivering best in class simple and transparent customer experience initiatives
  • Working knowledge of CX methodologies and frameworks that help put the customer first - e.g. customer journey mapping, persona development, customer research, experience metrics, and design methodologies
  • Strong and effective skills communicating user stories and translating them into business requirements
  • Experience conducting usability research including conducting interviews and synthesizing insights
  • Demonstrated ability to create mock-ups, wireframes, prototypes, and detailed design specifications that describe the user experience to stakeholders and direct development activities from inception to implementation. An advantage but not essential.
  • Ability to interact comfortably with all levels of the organisation as well as excellent written and verbal communication skills
  • Strong analytical skills with a proven ability to work through data to find opportunities and actionable insights that are not readily apparent and clearly communicate them to a diverse set of stakeholders in a way they will understand.
  • Demonstrated experience in leveraging competitive intelligence to bring 'outside-in' thinking to support the and establishment of best practices for CX;

Essential Skills & Abilities:

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Experience in using state of the art design tools such as WireFramer, Adobe Creative design suite, Experience Manager etc. An advantage but not essential.
  • Comfortable with and convincing presentation skills to senior stakeholders
  • Critical Thinking: Thoughtful process of analysing data and problem solving data to reach a well-reasoned solution.
  • Workshop facilitation; actively coaching employees to increase Service Design knowledge and maturity throughout KBC

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