Customer experience design headJG Summit Holdings

The Customer Experience Design Head leads design and execution oversight of compelling and creative experiences that strike a balance between the consumers' intent and the business's needs. The role contributes in aligning the product roadmaps with the consumer needs that involves conceptualizing, designing and creating best-in-class experiences for the consumers.
The position will lead a team that conducts activities such as customer journey mapping, design solutions, blueprints, personas and scenarios to enhance customer experience, improve business metrics, and increase customer engagement. It will provide expertise and assistance to BUs in redesigning and improving customer experience across all touchpoints. It will identify success metrics and analyze data that needs to be collected in order to continuously achieve desired business outcomes such as customer satisfaction, NPS, marketing and web analytics.
WHAT IS THE JOB LIKE?
The role will champion and help build customer orientation and mindset and experience design best practices across the conglomerate including structural and strategic requirements such as organizational design and talent development, customer experience maturity and vision as needed depending on the BU needs. It will continuously seek out industry best practices and develop skills to create new capabilities for CX / UX within the JG Summit Group and its Business Units.
User Experience Research
Identification of users' behaviours, needs and motivations through ethnography, observation techniques, task analysis, and other methodologies that incorporate both the social and technological context.
Understand user motivations based on both qualitative and quantitative data to surface customer needs and business opportunities.
User Experience Analysis
The identification, analysis, clarification and communication of the context of use in which applications will operate, and of the goals of products, systems or services.
Understand and analyze customer experiences to identify improvements and opportunities that can help better achieve desired outcomes.
User Experience Design
The process of iterative design to enhance user satisfaction by improving the usability and accessibility provided when interacting with a system, product or service.
Build best practices and establish processes around good user experience design such as task analysis, usability considerations and visual design principles.
User Experience Evaluation
Validation of systems, products or services, to assure that the stakeholder and organizational requirements have been met, required practice has been followed, and systems in use continue to meet organizational and user needs
WHO ARE YOU?
10+ years' experience in User and Customer Experience, as applied to digital product development
Demonstrated experience independently running customer experience initiatives
Possession of customer-centric mindset and strong understanding of user experience
Excellent verbal and written communication skills, able to interact effectively with various stakeholders
Capable of researching, developing and defining customer experience requirements and strategy
Specialized expertise with customer-centric design approaches - including design thinking, journey mapping, product testing, rapid prototyping and iteration
Capable of takng strategic view in balancing customer benefits with business impacts
Good understanding of measurement KPIs that apply to CX / UX optimization
Experience with agile software / app / technology development methods and Dev Ops processes
JG Summit Holdings

Ortigas Center, Pasig City
Permanent
Full-time