Head of UI/UX

- Lead the design and implementation of user experience on digital platforms/ tools:

• Apply user-centered design solutions that meet business requirements

• Facilitate product vision by concepting, wireframes, visual design, and prototyping experiences for digital products

• Provide directions on conducting user research, such as requirements elicitation, field observations/ evaluation and usability testing.

- Strategic thinking and foresight:

• Foresee market changes, dynamism in customer expectations and strategy to guide the company to live up to those expectations in the fast-evolving digital world.

• Responsible for driving CX strategy trends in the organization’s domain of business.

• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels

- Ability to understand business objectives and align CX accordingly:

• Clear understanding of the company’s business objectives to strategize CX efforts such that it contributes to the achievement of the business goals.

• A clear picture of business objectives and the ability to align CX with the same, puts the Senior Customer Experience in a stronger position to get buy-in from the CEO and CXOs and to propagate a customer-centric culture within the organization.

• Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT, and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.

- Interpersonal, networking and influencing skills:

• Liaise with or convince CEO, other CXOs, leaders and business stakeholders to align with the customer experience strategy, product and service design which requires great interpersonal, communication and influencing skills.

• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the predefined customer journey.

- Problem-solving and analytical skills:

• Leverage data insights for constantly enhancing customer experience

• Extracting useful or actionable information from data analytics along with strong problem-solving skills is a power-packed combination for ensuring customer experience gaps do not occur or are resolved efficiently.

• Identify potential concerns and their respective solutions to be able to guide the team to be able to deliver best-in-class customer experience

• Have data-driven mindset and an aptitude for technology

- Working backwards to lead the end-user experience:

• Visualize end-user experience and then work backwards to plan, strategize, and execute CX efforts to deliver great experiences

• Crystal gaze what a customer will experience through each interaction with the brand, across touchpoints and then design the CX strategy accordingly

1. Education level

• Bachelor‘s Degree or Master‘s Degree

2. Knowledge & Experiences

• 5+ years‘ experience in customer experience, have experience in or with knowledge of quality management systems such as ISO, 6-Sigma, lean leadership.

• Demonstrated capability to design and implement a well-articulated roadmap and strategic vision for CX.

• Experience designing qualified products and services.

3. Technical skills

• Good project management skills and/or substantial exposure to project-based work structures, project lifecycle models, etc.

• Excellent understanding of the organization’s goals and objectives

• Ability to think “big picture” terms, detail implementation plan.

4. Soft skills

• Leadership focus and orientation.

• Excellent decision-making ability based on growth, with a data-driven mindset.

• Excellent communication skills with an ability to foster an open dialogue among all stakeholders that encourages respect and honesty.