Chapter Lead Ux

Johannesburg, Gauteng, South Africa

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Job Summary

Key accountabilities and decision ownership:
1. Manage UX across TOBi and TOBi Assist

Define strategy and methodology to drive continues improvement in the UX environment
Do detailed analysis on project outcomes and map back to Customer Experience outcomes to determine the gap
Align initiatives to company strategy to determine priority and drive customer centricity
Drive deep analysis and implementation of customer centric experiences
Form strategic partnerships with other departments and markets to ensure execution

2. Embed best practice

Drive the implementation and integration of UX practices.
Share best practices on creating customer centric experiences using UX standards
Determine gaps between customer satisfaction and drive Customer Journey outcomes
Initiate strategic projects to be market leading and execute effectively
Liaise and drive knowledge sharing across Tribe
Monitor effectiveness of methodology and drive continuous improvement

3. Drive Customer Centricity and Innovation

Drive measurement of selected key KPIs
Where possible and where tools are available, simulate processes prior to implementation to determine if desired outcome would be achieved
Identify initiatives and ensure alignment to Customer Journeys across other business areas
Drive innovation in process, output and measurement Core competencies, knowledge and experience [max 5]:

4. Experience:

Must have technical / professional qualifications:

Post graduate degree preferred
5+ Years working in a senior UX role * UX Resources

Tower Group

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