Customer Experience CX and Employee Experience EX Expert

Job Title: Customer Experience (CX) and Employee Experience (EX) Expert

Location: Dublin Hybrid 2 days a week (on occasions extra days in the office will be required)

Contract / Permanent: FTC 12 Months With further extension

Start date: September /Early October 2024

Role:

The client s ICT and PMO teams support the enabling of ICT and Digital Services for their sector. As part of the customer service strategy the client is implementing a Case Management Solution (CMS) to track individual customer service queries across channels and agents over time. The implementation of an endtoend case management solution will offer a suite of capabilities that will enable the client to deliver an enhanced customer service experience to both customers and employees.

We are seeking a talented Customer Experience (CX) and Employee Experience (EX) Expert to join our dynamic team. The ideal candidate will have a strong background in creating both frontend and backend designs with a focus on usercentric solutions. You will work closely with our development and backend teams to ensure seamless userfriendly experiences for both customers and employees.

The CX and EX Expert must be proficient in working on Agile projects with prior experience in MS Dynamics Case Management Solution (CMS) and customer journey mapping being highly desirable.

We are looking for an experienced professional who can leverage strong business skills to design and implement usercentric and responsive workflows optimizing the journey for both end users and employees. Necessary skills include:

Technical Skills

At least five years of dedicated experience in developing and managing user centric workflows for largescale digital products.

Demonstrated expertise in enhancing customer journey maps with a background that showcases contributions to business process improvements.

Exceptional communication skills with an emphasis on collaboration and innovative problemsolving.

Indepth knowledge of design constraints and guidelines for digital platforms including Design thinking background.

Able to conduct design thinking workshops user journeys that can be translated to business requirements to build a product backlog.

Strong advocate for inclusive user design principles with a commitment to creating accessible and userfriendly digital experiences.

Proficient in any CX/EX related tools with advanced skills in leveraging its features for optimal user design efficiency.

Proven ability to collaborate effectively with development teams to deliver highquality web mobile and backoffice interfaces with business rules.

NonTechnical Skills

Creative thinking and Problem solving skills

Good Collaboration skills

Proficiency in the English language

Ability to provide hands on leadership skills

Team player with excellent communication skills

Qualifications

Any relevant CX certification

Business or similar User Design related Qualification (Level 7 or above)

Experience Level Required:

It is a mandatory requirement that the Resource proposed has the equivalent of 5 years experience in a similar role

It is a mandatory requirement that the Resource proposed hold the following qualifications or equivalents:

Any relevant CX certification

Business or similar User Design related Qualification (Level 7 or above)

Key Deliverable:

The following nonexhaustive list of Key Deliverables are applicable to this Role.

Optimise customer journey touch points for a positive experience that drives customer satisfaction.

Analyse and map the customer journey to identify pain points and areas for improvement.

Collect and analyse customer feedback and data to gain insights and drive actionable improvements.

Foster crossdisciplinary partnerships with designers innovators and engineers to unify and elevate the user experience across our applications.

Identify and lead initiatives to process improvements to enhance the customer experience.

Be voice of the customer in ensuring their needs and expectations are met.

Leverage CX/EX tools and technologies to enhance the customer experience and streamline operations.

Partake in the development of product design establishing best practices through comprehensive documentation and efficient workflows.

Drive the creation and implementation of design components setting the standard for our digital presence.

Guide teams in transforming process flows into executable longterm strategies with a focus on usercentric design

Requirements

Key Experience/Competencies/Skillsets:

The following Experience/Competencies/Skillsets are applicable to this Role.

User centric Designs: proven experience in customer management and customer service to map user journeys.

Collaboration: Work closely with developers product development and support teams to ensure a cohesive and customercentric approach to ensure stakeholders requirements met.

Tools: Proficiency with CX/EX and CMS tools as well MS office suite.

Learning: Stay up to date with the latest CX/EX trends tools and technologies.