CX Design Lead

E2E journey design of “new products” to be launched, Using Journey mapping tools like Figma Actively listening VOC and gathering customer & channel insights to find customer pain points at existing journeys to be improved and to turn them into actual project requirements and squad PBIs Setting journey specific CX KPIs and publishing periodic CX scorecards Designing and rolling out surveys for journey based NPS and satisfaction scores Tracking related customer satisfaction scores such as: B-NPS, t-NPS, r-NPS, j-NPS and CES Collaboratively working with Customer Insights, UX Research and Big Data teams to understand customer needs using researches and analytics. Acting as an active member of Design Thinking Committee to evaluate & prioritize Design Thinking Projects backlog and support Design Thinking Community to roll-out projects. Driving solutions to improve the customer experience and level of service. Ensuring communication bridges are initiated and upheld between CX team, stakeholders and the customer. Participating local & international customer experience benchmarking studies and follow up of key hard metrics. Contributing the internal ongoing & prospective projects with 'customer point of view', coordinating the related parties for the projects initiated via NPS outputs. Governance of NPS root cause analyses & action plans based on business segments " Not a perfect fit? Worried that you don't meet all the desired criteria exactly? If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.