Chapter Lead UX
Tower Group
Johannesburg, South Africa
4d ago
source : Job Placements

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 :

• User Experience

• User Research

• Leadership

• Conversational Design

• Multi-channel design

Must have technical / professional qualifications :

  • B.Com Degree in human or computer sciences or Design Degree
  • Post graduate degree preferred

    5+ Years working in a senior UX role

  • UX Resources
  • Building up assets
  • Industry type †Technology
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