Chief Customer Experience Designer

5 days ago

Taguig, National Capital Region, Philippines beBeeCustomerExperience Full time

Customer Experience Design and Governance

A Manager's Role in Delivering a Seamless Customer Journey

This role is responsible for crafting and refining the end-to-end customer experience.

  • Identify opportunities to improve the ease, personalization, and overall satisfaction of the customer, agent, and employee experience.
  • Drive positive change by collaborating with stakeholders from various departments to design and implement initiatives that enhance customer experience.
  • Work closely with senior leadership to understand the organization's objectives and develop strategies to meet customer needs.
  • Lead teams across the organization to create human-centered and innovative experiences that prioritize customer feedback.
  • Collaborate with different departments to ensure every touchpoint with customers is seamless, personalized, and aligned with the brand promise.
  • Evaluate projects for relevant experience design needs and co-create customer journey maps and service blueprints.
  • Facilitate workshops and other engagements to support project teams and drive collaboration.
  • Develop customer journey maps, personas, and service blueprints to inform design decisions.
  • Improve and redesign end-to-end journeys to enhance customer and agent sales, service, and claim experiences.

Voice of the Customer, Voice of the Agent, and Voice of the Employee

  • Analyze customer, agent, and employee feedback and data to identify areas for improvement.
  • Manage customer and agent interviews, collaborating with regional offices and local stakeholders at various stages of customer research.
  • Embed a customer-centric mindset across the organization, challenging existing ways of working to foster ambition and drive customer-centric change.
  • Influence the organization to live up to its customer value and promise by partnering with key departments to develop programs that raise awareness of the customer experience.

Project/Program Management

  • Deliver regular project status reports and conduct in-depth analyses to identify and recommend improvements.
  • Collaborate and plan projects with regional and local teams for research, synthesis, journey mapping, and experience design planning.
  • Collaborate with Customer Platforms, Customer Insights & Propositions, Operations, Product, and IT teams to implement design solutions.

Key Qualifications and Skills

  • Bachelor's degree in Business Management, Management Engineering, Psychology, or a related field.
  • 10+ years of experience in Experience Design/Service Design for large organizations.
  • At least 5 years of experience working in the Insurance, FinTech, Telco, or Banking industry.
  • Certifications in Experience Design, Design Thinking, or related fields are beneficial.
  • Strong project management, organizational, and coordination skills are required.
  • Ability to influence decisions and achieve consensus among various stakeholders, senior leaders, and channels.
  • Proven ability to work with data, presenting quantitative and qualitative insights in support of one another.
  • Excellent communication and collaboration skills to present journey designs to stakeholders and other departments.
  • Ability to work in a fast-paced, agile environment.

Seniority Level: Mid-Senior Level

Employment Type: Full-time

Job Function: Marketing, Analyst, and Project Management

Industry: Insurance and Financial Services

Prioritize creating exceptional customer experiences and driving business growth through strategic design and project management expertise.

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