Director of Insight & X – Jordan

19 مارس، 2023

0 2 3 دقائق

الوصف الوظيفي

Job Description

Our Mission is to Simplify Life. We are looking to Simplify and automate complex decision-making for customer centric industries, like Utilities, Financial Services, Logistics, and commerce, that drive the world's economies and you have the chance to join the revolution. We are trying to solve huge challenges in today's enterprise that are directly impacting the employee and customer experience.

What can we promise you:

You’ll join a global family of awesome, passionate people that are working together to build a sustainable, scalable ecosystem committed to using logic to create a better experience.
We want you to help us become better. You will be empowered to drive change and innovate.
That we will invest in you. We will give you the opportunity to master your domain and drive excellence.

Job Summary:

As the MiCustomer Director of Insights and X (experience), you will lead a multi-disciplined team of UX engineering, UI designers, Data scientists, and Data visualization specialists focused on user behavior and digital journey data to identify, mine, understand, and optimize end-to-end human experiences.

Job Responsibilities:

Grow and mature Avertra’s CX methodology.
Audit Avertra’s existing product CX/UX in order to deliver a set of improvement recommendations.
Partner with the Engineering and Product Management leadership team to create and drive the Insights and X strategy and roadmap, inclusive of the development of the vision, strategy, and execution of a continuous improvement program.
Set best practices within Avertra around data capture, data mining, data visualization, Journey maps representation, personas, journey maps, sight maps, empathy maps, and storyboarding.
Work closely with the product management team on new and existing client engagements.
Work closely with the sales and pre-sales team to offer our customers quantitative and qualitative assessments of existing journey pain points.
Act as a thought leader and work with leads to run ideation workshops, partnering with cross-functional teams; facilitate conversations and champion powerful, unexpected insights to yield solutions to pertinent experiential problems.
Leverage a human-centered approach to drive digital process improvement programs.
Guide and mentor team members in all areas of responsibility, including UX/CX, speech recognition, professional communications, implementing process improvements, customer interactions, application design, and development.
Collaborate with Avertra's product management team defines product value objects and improvements based on data insights gathered from MiCustomer application usage.
Support the development of Product Usage KPIs and data analytics to help define future product roadmaps.
Keep current on UX practices trends as it applies to Avertra.
Lead teams to optimize, test, and validate existing customer journeys.
Lead teams that work on clickable prototypes and wireframes
Collaborate with the engineering team to refine our strategy and roadmap for our segmentation and recommendation engines.
Lead experience ideation workshops with key customer executives.

Consulting Strategy and Client Engagements:

Gain a thorough understanding of customer and client needs, both existing and potential, and uses that knowledge to help deliver enterprise products that provide Avertra customers with an unparalleled shopping experience.
Translate business goals and end-user needs into product strategy; communicate direction and UX priorities across the organization.
Identify goals, metrics, and analytics to determine product value; continually makes recommendations and refinements to the product backlog based on learnings.
Conduct end-user research to help identify user stories and help determine Minimum Viable Product (MVP)
Partner with the account manager to understand client needs and assists in the creation of business account plans.
Monitor research as well as the competitive landscape to recommend the best solutions and ensure that products remain or become best in class.
Ensure the product is aligned with the client, stakeholder, and end-user priorities to drive sales, improve efficiency, and improve customer satisfaction.
Document, review, and ensure that all quality and change control standards are met.
Formulate, test, and refine assumptions and hypotheses through user research and testing.
Create, prioritizes, and accept features/user stories.
Make product decisions that drive value on a daily basis.
Identify pros, cons, issues, obstacles, dependencies, and value associated with features and enhancements.
Participate in iteration planning sessions, product demos, and retrospectives.
Condense complex technical concepts into non-technical language for stakeholders.

المهارات

Needed Competencies:

CX Design background.
Data minded.
Entrepreneurial and innovative mindset.
Experience in customer mapping techniques.
Quality-Based Thinking.
Understanding omnichannel digital journey experience (conversational AI, mobile, web, wearables, SMS, etc).
Technology proficiency.
Change management.
Industry expertise.
Ability to work with a remote team.
Ability to manage tough clients and stakeholders.
Product Management Mindset.
People Management.
Human Centric Design Methodology.
Requirements Analysis.
Competitive Analysis.
Financial Planning and Strategy.
Attention to detail.
Critical thinking.
Strategic thinking.
Great written and verbal communication skills.
Time management.