Senior Service Designer

We’re looking for a Senior CX Service Designer who cares deeply about customers, is able to understand complex systems of information and simplify that information for others and will bring a strong process-oriented design methodology. The aim is to help us differentiate with a world-class customer experience that consistently outpaces expectations and transforms the Group into a hybrid retailer by championing customer centricity and customer proofing methodologies.

As a Senior CX Service Designer at Chalhoub, You:

·        Enjoy collaborating with cross-functional stakeholders (brand managers, data analysts, product engineers, agencies, etc.)

·        Love exploring the latest and greatest customer related processes and design methods

·        Work to help define clear problems, hypotheses and goals based on research and data to map experiences

·        Can adapt quickly and take action on insights while staying focused on results

·        Are customer focused and value diverse perspectives

What you’ll do here:

·        Co-design with customers, brand managers, and other stakeholders to deliver human-centered, end-to-end solutions that meet needs of customers.

·        Lead and participate in user research activities (such as surveys, user testing, focus groups…etc.) and incorporate insights into service design and deliverables.

·        Responsible for articulating and mapping customer and/or user journeys and holistic view of the experience by identifying critical touchpoints, how those touchpoints are connected, and how people experience the brand throughout their entire lifecycle

·        Lead design brainstorming and review sessions with brand managers and other key stakeholders.

·        Work to identify and prioritize opportunities that will inform our experience strategy

·        Balance stakeholder needs and facilitate alignment

·        Work closely with product development, sales, marketing, and operations to integrate UX & Customer insights to optimize the journeys

·        Use VoC research and insights and competitor analysis to transform what customers want into what users need to efficiently get their jobs done

·        Responsible for ensuring the end-to-end experience meets or exceeds the needs and objectives of your customers and meets our core business objectives in a measurable way

·        Develop customer journeys, service blueprints, workflows, wireframes, and other design deliverables.

·        Understand and articulate clearly how journeys, processes and services need to change from a user centered, system, and business perspective.

·        Support and teach other internal organizations how to design better services using user-centered design best practices and service design techniques

·        Use UX best practices to design digital experiences for target users, and support the company’s business goals while advocating for users’ needs

·        Foster a design thinking culture within the organization.

We’d love to hear from you if you have:

·        A proven track record and a passion for designing compelling omnichannel experiences, encompassing both CX & UX; bonus if you have experience in retail & luxury

·        Experience with a range of human-centered and accessible design techniques such as conceptual models, personas, user journeys, service blueprints, wireframes, and interactive prototypes to convey the expanse of a user’s experience.

·        Experience navigating, coordinating, facilitating cross-functional discussions

·        Experience conducting research through competitive analysis, rapid prototyping, and in-person testing and interviews with customers.

What you’ll need to succeed:

·        Bachelor’s degree in Marketing, Engineering, Design, or a related field, or the equivalent education and/or experience.

·        Minimum of 3-4 years work experience in user-centered service and/or design, e.g. creation of customer journeys, service blueprints, experience flows, as well as definition of touchpoints, and design/interaction guidelines, human-centered research methodology and (ethnographical) interviewing.

·        Proven and successful at delivering a product design, from design to launch.

·        Familiarity with research tools and techniques such as Crazy Egg, Google Analytics and Optimize, usertesting.com, customer interviews, small-focus groups, and surveys.

·        Experience of using design thinking principles or methods, facilitating Design Thinking workshops and trainings.

·        Business knowledge paired with outstanding analytical, conceptual, and design thinking skills.

·        Proven ability to create new service designs based on relevant user insights and to effectively communicate them to stakeholders.

·        Work under time constraints on several tasks and projects simultaneously, as well as a marked ability to work in cross-functional teams.

Preferred:

·        Master’s Degree

·        Retail industry and luxury is a plus.

·        Arabic (written and spoken) is preferred.

·        Agency or consultancy is preferred.