Majid Al Futtaim Group – Senior Customer Experience Designer

Job Description

Majid Al Futtaim is currently investing in building our Customer Experience (CX) capabilities. Accordingly, we are recruiting for a number of roles to drive us forward on our transformation journey and are interested in talking to CX professionals for our different Operating Companies (OpCos) and their corresponding Business Units (BU) whether it be Shopping Malls, Retail, Leisure & Entertainment, Cinemas, Financial Services and our residential businesses.  As a Senior CX Designer, you will serve as an advisor to the greater Majid Al Futtaim team in developing services across all business units. You will lead the design, plan and execution of qualitative research, e.g. ethnographic research and creation of actionable insights.You will also reimagine and reinvent customer journeys through design thinking, hackathons and prototyping, and will be responsible for generating insights and actions from listening to customers (e.g. NPS), working closely with CX measurement & tracking and collaborating with different BU functions to achieve continuous improvement of the overall customer experience journey.

Job Responsibilities

• Establish relationships and liaise with key stakeholders throughout the project lifecycle, including leading workshops to create cross stakeholder consensus and concept co-creation
• Create acceptance criteria and associated documentation to enable transition of services and carry out quality assurance post hand-over
• Work across departments to create legislative, organisational and financial structures and change that support delivery of new services
• Serve as an advisor to the greater Majid Al Futtaim team in developing services across all business units
• Commission special design / innovation lead initiative to partner agencies
• Audit and analyse services and identify root causes for failures and improvement
• Design innovative and world class leading services for both the target user’s experience and BU
• Run key design and CX related vision workshops within the group and for BU’s
• Identify and design cross business unit service patterns and standards
• Gather and distil business, customer, and partner constraints into digestible components for the design team, and for those responsible for developing service support models
• Commission qualitative research, innovation concepts that aligns with group’s vision, commission usability research to rapidly iterate, test and scale new service designs
• Participate in delivery of a range of projects, defining project scope, goals and deliverables

Job Requirements

• Bachelor degree in a related field, such as Design, Communication or Psychology, or commensurate work experience; advanced degree a plus
• 8+ years of professional experience in a design consultancy, design led client organizations or equivalent position
• In-depth knowledge and experience within a relevant service design discipline (Systems Design, Business Design, Industrial Design, Graphic Design, Interaction Design)
• Ability to work within a self-directed culture and navigate ambiguity
• Expertise in interpreting, commissioning and practicing user centred qualitative research techniques such as ethnography and focus groups to derive deep unique user insights, to act as springboards for service design
• Ability to persuade and influence others using a variety of communication methods
• Experience crafting a project vision, execution strategy and client relationships
• Strong influencing, negotiation and communication skills (written, verbal, presentation) with the ability to be a thought partner/ coach
• Experience leading designers and other members of a cross-functional team
• Experience with concepting, ideation, and iterative prototyping
• Proven designs and experience of launched services in the retail space that have been implemented in the real world
• Deep expertise in design thinking/human-centred design method (Service Blueprint Mapping, Persona development, Visual and Interaction design, Product and Industrial design, Prototyping etc.)

Job Details

Company: Majid Al Futtaim Group

Vacancy Type: Full-time

Job Location: Dubai, United Arab Emirates

Application Deadline: N/A

APPLY HERE

careers-trivia.com