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ROLE DESCRIPTION
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Role Purpose:
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The Senior Manager - CX Design is responsible for experience service design end-to-end, to create unique, engaging and inspiring retail experiences online & offline aligned with our retail objectives.
To lead activity towards the creation of Customer Journey Design artefacts, Champion and utilize where applicable the MAF Double Diamond Design Methodology. Evangelize and apply Customer Centric design principals and Design Thinking best practice. To design business goal solutions around the wants and needs of the customer.
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Role Details – Key Responsibilities and Accountabilities:
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CX Design Leadership to design world class Customer Experiences
- Lead the design, plan and execution of qualitative research and creation of actionable insights
- Lead the creative process of reimagining and reinventing customer journeys
- Define, prioritize and visualize journeys
- Design digital and physical user interfaces/interactions, simulations, stimulations and prototypes
- Provide artefacts, documentation and guidance to support implementation of redesigned journeys
- Support Holding CX in collecting and creating knowledge on new CX trends, best practices, technologies, capabilities and methods ("futuring")
- Collect and react to customer feedback in broader BU context (outer loop)
- Generate insights and actions from CX measurements
Human Capital Responsibilities
- Assist with the implementation of the performance management process by setting objectives, monitoring performance, and provide constructive feedback and provide inputs to senior management
- Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
- Provide inputs on training needs and coordinate with the HC department to ensure facilitation of training requirements
- Develop and implement on the job-training for the team
- Provide inputs for the development of annual manpower plan
- Ensure the implementation of MAF Retail’s corporate policies and relevant procedures
Disclaimer: This role description reflects the general details considered necessary to describe the principal responsibilities of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent to success in the role.
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Definition of Success
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- Wide regard as ‘go to’ expert of delivering customer-centric experience across Carrefour Retail
- Effective stakeholder collaboration to enhance customer experience and fulfil business requirements
- Dependable deployment of best practices related to business and customer experience design
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Other Context (if applicable):
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Functional/Technical Competencies
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Qualification, Experience & Skills:
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Minimum Qualifications/education
- Bachelor’s degree in Marketing, Design, or any other related field
- Master’s Degree in the same field is preferred
Minimum experience
- 10+ years in the retail business or closely related industry Extensive years design experience in a digital product environment
- Experience in managing and leading a Design team, playing a senior role either as a Visual designer, Interaction Designer, UX Architect, Service Designer or similar
- Have a proven and successful record of having delivered a product project, from the design stage all the way through to its launch
Skills
- Passionate about leading designers and ‘non designers’ in cross functional settings to collaborate towards the creation of experiential design visions.
- Designing and validating quality consumer experiences, and a proven ability to coordinate cross-functional work teams to achieve objectives in line with overall business targets through all customer touch points
- Entrepreneurial self-starter who is self-motivated, but also a team player with a professional presence
- Well rounded user-centered design portfolio that spans some combination of Experiential (CX/UX) Service, web, mobile, tablet, TV
- Highly experienced workshop author and facilitator covering a wide gamut of collaborative design Design Thinking methods
- Mastery of design software, such as Adobe suite, Axure, SketchUp, or other tools for graphic, interaction, service and visual design.
- Experience in Design Research, conducting 1:1 qualitative user research, concept testing, usability testing and A/B testing
- Excellent and confident communication and presentation skills
- Knowledge of Agile software development process
- English (Full professional proficiency - Required)
- Arabic is an advantage
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