Lead - Payments - Issuance COE/Senior Lead - Payments - Issuance COE

Job Purpose

We are seeking a Senior CX Analyst to join our team and lead the efforts in understanding customer journeys, developing UX strategies, and conceptualizing products with wireframes.

- This role requires a seasoned professional with a strong background in managing the delivery of customer experience initiatives in collaboration with various internal units including Design, UX Research, UX Content, and UX QA.
- Experience in a B2C environment is highly preferred.

Duties and Responsibilities

Product Conceptualization & UX Strategy Development:

- Conceptualize customer eperience strategies
- Collaborate with product managers to conceptualize new products & align UX with product roadmaps.
- Develop and implement UX strategies that align with business objectives.
- Stay up-to-date with industry trends and best practices in UX.
- Assist in defining product requirements and features.
- Use data analytics to inform product strategy and prioritize features.
- Ensure product alignment with customer needs and business goals.
- Develop platform blueprints that include a features and functionalities map, ecosystem map, and information architecture.
- Create wireframes, prototypes, and mockups using tools like Figma.
- Conduct usability testing and iterate designs based on feedback.
- Employ tools like XMind for brainstorming and mind mapping.
- Customer Journey Analysis:
- Understand and map out customer journeys and scenarios.
- Identify pain points and opportunities for improvement.
- Develop customer personas and empathy maps.
- Cross-Functional Collaboration:
- Work closely with internal units such as UX Research, Design, UX Content, and UX QA to ensure seamless delivery of CX initiatives.
- Coordinate with development teams to ensure UX designs are implemented accurately.
- Data Analytics and Tools:
- Utilize clickstream and analytics tools like Google Analytics, CleverTap, and Medallia to gather and analyze user data.
- Leverage data to drive decisions and optimize customer experiences.
- Strong background in data analytics, including proficiency in interpreting complex datasets to inform UX decisions.

Key Decisions / Dimensions

Leverage customer behaviour data and draw inferences to create an exceptional UIUX experience for the customer.

Major Challenges

Creative CX design thinking that is customer centered yet delivers on the business objectives.

Partner closely with teams within marketing in driving project deliverables and creation of journey documents that may require additional technical or business viewpoints.

Required Qualifications and Experience

Qualifications & Work Experience

• Bachelor.
• s or Master.
• s degree in a relevant field (e.
• g.
• , UX Design, Human-Computer Interaction, Computer Science, Marketing).
• 5+ years of experience in CX/UX roles, preferably in a B2C environment.
• Proficiency in analytics tools (Google Analytics, CleverTap, Medallia, Hotjar, etc).
• Strong understanding of wireframing and prototyping tools (Figma, XMind, etc).
• Excellent communication and collaboration skills.
• Proven experience in managing cross-functional teams and projects.
• Strong background in data analytics and data-driven decision-making.
• Expert understanding of user experience and user-centered design approaches
• Detail-orientation with experience and will to continuously learn, adapt and evolve
• Creating and measuring the success and impact of your CX designs
• Knowledge of testing tools like Maze, UsabiltyHub, UserZoom would be a plus
• Experienced in designing responsive websites as well as mobile apps
• Understanding of iOS and Android design guidelines
• Passion for great customer-focus design, purposeful aesthetic sense and generating simple solutions to complex problems.
• Excellent communication skills to be able to present their work and ideas to the leadership team.