Journey Map & User Experience Manager

Job Description

Title: Journey Map & User Experience Manager

Company Name: Banglalink

Vacancy: 1

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• 4 to 6 years

• 4 to 6 years

• Person with disability are encouraged to apply

1. Professional certification on required experience will be an added advantage Experience- 5+ years of experience in relevant experience preferably in telecom industry -
2. Having on hand expertise on UX-UI will be preferred -
3. Experience on digital customer journey design & improvements will be added advantage Required Capabilities-
4. Full understanding of customer journey mapping & user experience testing procedure in digital footprints -
5. Strong knowledge on UX & UI and self-service design for digital touch points (e.g. App, web, OTT etc.) -
6. Good knowledge on system capability enhancement considering future business focus -
7. Outstanding analytical and problem-solving skills -
8. Thorough knowledge of process improvement -
9. Strong understanding of project management concepts, with focus on planning, progress tracking & communication/reporting -
10. Demonstrated ability to collaborate cross-functionally to achieve results at all levels - Ability to prioritize and focus delivery group on the tasks at hand -
11. Excellent verbal and written communication skills and able to communicate up and across the organization – working with senior staff members and front-line employees. -
12. Proven ability to perform well under pressure and highly self-motivated - Basic knowledge on telecom technology

1. Identify and prioritize the most critical gaps in providing an enhanced customer experience; lead the development of a roadmap to address root-causes and redesign journeys.
2. Provide recommendations, present, and influence relevant stakeholders to address gaps.
3. Translating business requirements and customer research into detailed definitions, documentation, and functional design concepts.
4. Creating and implementing efficient solutions across products, platforms and channels to optimize the customer journey based on experience testing.
5. Continually challenge the business to drive for innovation; “think out of the box” and be industry leading in designing efficient customer lifecycle.
6. Conduct studies and research to discover new techniques necessary for improving customer experience.
7. Leverage voice of the customer insights on all aspects of customer interactions to identify customer pain-points, challenges, and hurdles; advise on approaches to eliminate and positively enhance customer interactions.
8. Define and implement standards/procedures for ensuring optimal customer experience and test it with end customers.
9. Planning system capability enhancement considering future business focus
10. Enhancing digital channel capability to serve customer current & future needs
11. Ensure the highest level of customer satisfaction in traditional (USSD, IVR, Call Center etc.) & digital (App, Web, Chat, OTTs etc.)

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