Customer Experience Designer Consultant

Executes the delivery of the Desired Customer Experience by:
✅ Identifying target customer segment’s service needs/opportunities/insights and setting business/financial
targets to meet business objectives.
✅ Designing best-in-class experiences through cost-effective prototyping, leading process improvements
together with the operations managers and heading customer initiatives, and delivering business process
notation/maps to various forms of documenting processes, incorporating risk, controls, and compliance
requirements.
✅ Expanding experiences to allow for innovative ways to service, delight, recover, or upsell to the existing customer
base, with emphasis on using digital, frictionless, and on-demand platforms.
✅ Managing a framework of qualitative and quantitative measures that would allow the organization to
effectively monitor and evaluate customer satisfaction for all initiatives and events.
✅ Collaborating closely with cross-functional business units to map customer journey, gather insights, and
ensure the delivery of programs.
✅ Ensuring that customer insights or initiatives are communicated effectively and consistently, and
appropriately through individual channels and in relation to different stages of the customer journey, and
customer’s needs.

Plans and executes customer experience programs, with emphasis on digital channels, which covers the
following:
✅ Development and implementation of customer experience programs, e.g. design sprints, learning labs, and
customer immersion programs.
✅ Development of a tracking and monitoring system to measure the effectiveness of programs and ensure that they
add value to the business, e.g., Quality of Service metrics.
✅ Design of tools and training materials for front liners and distribution necessary to promote customer
engagement programs.
✅ Briefing of relevant stakeholders to ensure timely and quality delivery of program requirements.
✅ Leads projects or tasks as assigned to meet operational and/or strategic goals.
✅ Creates a customer-centric culture by defining, implementing, and modeling an environment conducive to
fostering the ‘customer first’ approach, especially in making strategic decisions.

Minimum Job Requirements:
✅ Education – Graduate of Engineering, Business Management course (Industrial Engineering, Management
Engineering, Business Management)
✅ Experience – At least 5 years of relevant work experience focused on CX design, process engineering,
customer service and Operations.
✅ Proven track record of effective change management, implementation of human-centered design platforms,
fintech projects and / or digital ecosystems and conversion of physical stores / spaces into digital sales hubs
✅ In-depth knowledge and experience of life insurance, an advantage Certification on Six Sigma, an advantage
✅ Agile, highly analytical, and detail-oriented
✅ Strong project management skills • Strong communication presentation skills and visual storyteller •
✅ Willing to go on fieldwork and travel.
✅ Proactive and flexible attitude, with the willingness to take an “all hands on deck” approach.