CX Lead - Design & User Testing Manager.Egypt- Retail Customer Experience.Client Experience and Conduct Group-MBEGP

Job Purpose Ensure all journey designs are customer centric and respond to client feedback and needs Able to produce and exercise rigorous test procedures and recognize errors Undertake and present user experience research to feed into the design to ensure the optimal user experience Understand and review of the customer journeys end-to-end Foster innovation and customer and audience focus to ensure the Department’s digital experiences are contemporary, innovative, and meeting customer needs Detect and track digital / processes defects and inconsistencies. Work with Digital Squads to provide timely solutions where gaps identified Foster customer and frontline feedback to enhance customer experience Analyze client’s data / information of NPS, Feedback, Complaints, interactions to address issues and pain points to enhance customer experience Responsible for running and delivering all CX projects under the umbrella of respective Tribe Ensure that all deliverables are delivered on-time and within scope Continuously enhance the client interactions and journeys within the respective tribe Provide approval on concepts, designs, comms inline with CX & CPR guidelines Establish and maintain relationships with third parties/vendorsDrive better CX across all relevant channels and touchpointsKey Result Areas Improve customer satisfaction through improved digitized experiences Improved CX through key participation in journey design and testing impacting client experience Enhances CX metrics across the board5 years of working with customer experience teams in dynamic, commercial, digitally driven organizations