Job Description

IQbusiness is a leading management consulting firm.

We are looking for someone to join our Design team on an exiting project.

A CX designer is responsible for facilitating and aiding in the transformation of the mindsets of those in the business whom he/she is collaborating with to develop the ultimate customer experience (service and products) that will meet both customer and business needs. These individuals must have an in-depth understanding of the xe2x80x98outside-inxe2x80x99 philosophy, understand needs elicitation and the understanding of the entire customer ecosystem. They should also have a deep understanding of the business value chain which will aid in the design and mapping of customer journeyxe2x80x99s and implementing thereof cross-functionally through the business.

Education

• Matric
• Bachelorxe2x80x99s degree or above in related field, e.g. industrial design, process engineering, marketing, business management

Experience & Job Specific Skills Required

• 3+ years of process engineering and/or business analysis experience
• Previous experience in a process or CX related role is preferred but not required
• At least 3 years of experience demonstrating leadership skills, with ability to achieve business results
• Hands on experience in designing and implementing process/procedural changes
• Understanding of design thinking; ideation and systems thinking principles

• Strong facilitation and presentation skills to control and guide a room of workshop participants
• Proficient in software such as Microsoft Visio, Smaply or similar process and customer journey mapping tools
• Proficient understanding of Agile ways of work to drive implementation of ideas/changes within the business
• Excellent analytical skills, both quantitative and qualitative with the ability to analyse customer data from spreadsheets and decipher insights
• Strong communication and interpersonal skills to collaborate with various stakeholders in the business

• Structured time-management skills, especially in a workshop scenario

Key Responsibilities and/or output areas include, but are not limited to:

• Drive the xe2x80x98outside inxe2x80x99 philosophy and culture of putting the customer at the heart of everything that is done in the business (strategy, people, process, technology, measurement)
• Facilitation of customer and strategic focused workshops, driving participants toward an outcome

• Elicitation of customer and business needs as design principles
• Facilitation and documentation of customer journey maps, process maps and personaxe2x80x99s
• Initiation and driving of changes within the business from a people, process, technology perspective

Please Note:
As all IQbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID, and qualification verification.

IQbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals.

IQbusiness