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Senior CX Designer

Date: 07-Jan-2022

Location: Dubai, AE

Company: Majid Al Futtaim

ROLE DESCRIPTION

Disclaimer: This role description reflects the general details considered necessary to describe the principal functions of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent in the job.

Title:

Job Category:

CX Sr Design & Project Manager

Marketing

Seniority Level:

Role Archetype:

 

Individual Contributor

Division/Department:

Career Level:

Shopping Malls – Marketing – Customer Experience

 

Reporting to:

Supervising (if applicable):

Senior Manager – Customer Experience

 NA

Location:

Date of last revision:

UAE

2.11.2021

 

Role Purpose:

Leads the design, plan of products and services for the Shopping Malls Business Unit (SMBU). Oversees the execution of SMBU projects. Leads the creative process of reimagining and reinventing customer journeys in SMBU, looking beyond continuous improvement projects to Blue Ocean Innovation projects for future malls and services.

 

Role Details – Key Responsibilities and Accountabilities:

  • Develop a strong understanding of all SMBU projects and business priorities
  • Holistically analyses the components of an effective CX, systemically defining touchpoints, interactions, processes and underlying capabilities, identifying critical issues and related opportunities across the SMBU
  • Initiate and lead qualitative and quantitative customer research using a wide range of tools and approaches for cross-BU journeys/ touchpoints to generate actions for continuous improvement. Collect and translates insights into tangible design opportunities to inspire innovation.
  • Understands advanced trends and scenario thinking to drive innovative concept proposition
  • Develop a strong understanding of Majid Al Futtaim key customer journeys
  • Drives first class execution of journey design as well as on how to set up journey redesign teams with internal and external design resources for SMBU Projects
  • Works closely with the SMBU CX Head to align project priorities, design strategies, and pillars of success
  • Works closely with key SMBU Asset stakeholders to design CX projects and drive them to execution. Accompanies the team in defining the project perimeter and in building innovative business strategies that consider the needs of users, business requirements, project constraints and feasibility

 

  • Regularly assess project risks and opportunities
  • Works extremely closely with design partners and owns the outsourcing relationship. (e.g. with freelancers, contractors, agencies including agreeing scope of work, SLAs and on-boarding)
  • Drives Design thinking and CX Cultural grown across the BU and is an ambassador for CX best practices and team capability development.
  • Mentors and supports CX team Junior members to develop capability, thinking and overall technical expertise.
  • Prepare presentations and clearly communicate projects deliverable to senior leadership within CX and in the broader company
  • Develop and maintain standard project documentation, facilitate cross-functional team meetings, proactively work action items
  • In collaboration with CX Leadership and Product teams, communicate opportunities and advocate for product/service improvements and/or tools required to support project outcome and a flawless customer experience

 

Job Dimension – (E.g. Revenue & Budget size, Sales Volume etc.)

TBA

Other Context (if applicable):

TBA

Functional/Technical Competencies:

  • Strong experience using CX design, strategic and innovation methodologies
  • Consolidated background in end-to-end design of omnichannel services and experience, from the research phase to the definition of concept, value proposition and product /service offering
  • Ability to effectively communicate a customer centric agenda to generate understanding & buy-in amongst operational assets
  • A strong sense of ownership, a passion for driving results and a desire to question the status quo.
  • Excellent communication skills
  • Ability to work quickly in an agile environment, interact with people and empathize with stakeholder at different level
  • An execution focused mindset and a highly analytical approach to problem solving.
  • Easily switch from macro to micro; from understanding the strategic value and business dynamics to the experience of a specific product or service
  • Strong vendor management and negotiation skills
  • Strong leadership skills, ability to inspire employee commitment and motivation
  • Experience in risk and management analysis
  • Experience in process improvement and change management
  • Represents key CX Values from a behavioural and cultural fit to SMBU CX

 

Personal Characteristics and Required Background:

 

Master's degree preferably in design, business, market research, innovation or similar field

 

10 years experience exclusively or in combination with:

  1. in project management / studio operations (e.g., Head of operations at design studios, or client side internal studios.)
  2. Project delivery of CX projects within an organization


 

ROLE DESCRIPTION

Disclaimer: This role description reflects the general details considered necessary to describe the principal functions of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent in the job.

Title:

Job Category:

CX Sr Design & Project Manager

Marketing

Seniority Level:

Role Archetype:

 

Individual Contributor

Division/Department:

Career Level:

Shopping Malls – Marketing – Customer Experience

 

Reporting to:

Supervising (if applicable):

Senior Manager – Customer Experience

 NA

Location:

Date of last revision:

UAE

2.11.2021

 

Role Purpose:

Leads the design, plan of products and services for the Shopping Malls Business Unit (SMBU). Oversees the execution of SMBU projects. Leads the creative process of reimagining and reinventing customer journeys in SMBU, looking beyond continuous improvement projects to Blue Ocean Innovation projects for future malls and services.

 

Role Details – Key Responsibilities and Accountabilities:

  • Develop a strong understanding of all SMBU projects and business priorities
  • Holistically analyses the components of an effective CX, systemically defining touchpoints, interactions, processes and underlying capabilities, identifying critical issues and related opportunities across the SMBU
  • Initiate and lead qualitative and quantitative customer research using a wide range of tools and approaches for cross-BU journeys/ touchpoints to generate actions for continuous improvement. Collect and translates insights into tangible design opportunities to inspire innovation.
  • Understands advanced trends and scenario thinking to drive innovative concept proposition
  • Develop a strong understanding of Majid Al Futtaim key customer journeys
  • Drives first class execution of journey design as well as on how to set up journey redesign teams with internal and external design resources for SMBU Projects
  • Works closely with the SMBU CX Head to align project priorities, design strategies, and pillars of success
  • Works closely with key SMBU Asset stakeholders to design CX projects and drive them to execution. Accompanies the team in defining the project perimeter and in building innovative business strategies that consider the needs of users, business requirements, project constraints and feasibility

 

  • Regularly assess project risks and opportunities
  • Works extremely closely with design partners and owns the outsourcing relationship. (e.g. with freelancers, contractors, agencies including agreeing scope of work, SLAs and on-boarding)
  • Drives Design thinking and CX Cultural grown across the BU and is an ambassador for CX best practices and team capability development.
  • Mentors and supports CX team Junior members to develop capability, thinking and overall technical expertise.
  • Prepare presentations and clearly communicate projects deliverable to senior leadership within CX and in the broader company
  • Develop and maintain standard project documentation, facilitate cross-functional team meetings, proactively work action items
  • In collaboration with CX Leadership and Product teams, communicate opportunities and advocate for product/service improvements and/or tools required to support project outcome and a flawless customer experience

 

Job Dimension – (E.g. Revenue & Budget size, Sales Volume etc.)

TBA

Other Context (if applicable):

TBA

Functional/Technical Competencies:

  • Strong experience using CX design, strategic and innovation methodologies
  • Consolidated background in end-to-end design of omnichannel services and experience, from the research phase to the definition of concept, value proposition and product /service offering
  • Ability to effectively communicate a customer centric agenda to generate understanding & buy-in amongst operational assets
  • A strong sense of ownership, a passion for driving results and a desire to question the status quo.
  • Excellent communication skills
  • Ability to work quickly in an agile environment, interact with people and empathize with stakeholder at different level
  • An execution focused mindset and a highly analytical approach to problem solving.
  • Easily switch from macro to micro; from understanding the strategic value and business dynamics to the experience of a specific product or service
  • Strong vendor management and negotiation skills
  • Strong leadership skills, ability to inspire employee commitment and motivation
  • Experience in risk and management analysis
  • Experience in process improvement and change management
  • Represents key CX Values from a behavioural and cultural fit to SMBU CX

 

Personal Characteristics and Required Background:

 

Master's degree preferably in design, business, market research, innovation or similar field

 

10 years experience exclusively or in combination with:

  1. in project management / studio operations (e.g., Head of operations at design studios, or client side internal studios.)
  2. Project delivery of CX projects within an organization