Customer Experience Manager

• This job reports to Director – Services Development and Delivery.
• The UX/UI team members will report to this role.

• Lead and manage a talented UX design team, fostering collaboration and professional growth.
• Establish best-practice methodologies and stay updated on emerging trends and technologies.
• Drive exceptional user experiences by understanding business needs and delivering high-quality solutions.
• Foster innovation, continuous improvement, and technological excellence within the team.
• Recommend services or changes based on market needs

• Build and lead the UX design team, fostering a collaborative and innovative environment.
• Develop, mentor, manage, and motivate a team of talented staff to deliver exceptional UX/UI solutions.

• Own user satisfaction from a UI/UX perspective, building strong relationships with key stakeholders to understand their business needs and provide them with excellent service.
• Collaborate closely with stakeholders to ensure their feedback is incorporated into the design process and align design solutions with their requirements.
• Ensure the team delivers high-quality solutions that align with Ooredoo’s expectations and drive customer success.

• Take ownership of the outcomes of teamwork on all projects, ensuring successful implementation and involvement in implementation details when needed.
• Strive to continuously enhance the efficiency, quality, and innovation of the UX design function within the projects.
• Take ownership of the outcomes of teamwork on all projects, ensuring successful implementation and involvement in implementation details when needed.
• Strive to continuously enhance the efficiency, quality, and innovation of the UX design function within the projects.
• Execute post-implementation reviews for all projects, focusing on capturing lessons learned and identifying areas for improvement in the UX design process.

• Take ownership of the outcomes of teamwork on all projects, ensuring successful implementation and involvement in implementation details when needed.
• Strive to continuously enhance the efficiency, quality, and innovation of the UX design function within the projects.
• Establishing Best-Practice UI/UX Design Methodologies

• Establish and document best-practice UI/UX design methodologies, ensuring the team follows industry standards and leverages the latest tools and practices.
• Stay updated on emerging trends in UX/UI design and technology, bringing innovative ideas and approaches to the team.
• Enable the UX design team to work with the latest technologies and tools necessary for their roles.

• Recommend new services/ enhancements to existing services based on latest market trends and benchmarking towards competitors locally and internationally
• Form focus groups comprising end user to gather feedback and leverage on insights to propose and implement user experience enhancements. Test new strategies for driving user value
• Increase user satisfaction, loyalty and advocacy through recommending changes to the user experience that would address their expectations
• Champion opportunities to consistently improve the experience on the different Ooredoo digital channels
• Drive user retention, reduce churn and increase user satisfaction
• Map the user journey and identify opportunities to proactively intervene on behalf of the end user
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement

• Contribute to defining team Job Descriptions and competencies.
• Perform interview & selection activities and facilitate onboarding & orientation of new Team Members

• Build a transparent, open, and consistent communication system between self and team members
• Consistently monitor team's work and performance by conducting regular team meetings and systematic review sessions
• Enhance team's engagement levels by creating a positive work environment and by ensuring alignment of individual & team objectives to organizational goals
• Assist and support team in achieving team goals and elevating productivity
• Manage the design and implementation of team scorecards in collaboration with Strategy
• Ensure continuous reporting of KPIs
• Manage underperforming Team Members

• Effectively use performance management mechanism to ensure growth and development of each individual team member - setting clear objectives, scheduling periodical informal performance conversations and formal review sessions, providing constructive feedback
• Support & guide individual employees in the team to achieve work and personal development goals through coaching and mentoring
• Contribute to career path planning by creating Development Plans for individual team members and ensuring plan implementation
• Aid in Succession Planning by determining the critical roles in the team and identifying ideal successors for the critical roles
• Ensure training need analysis is done for Team Members and that the chartered training programs are administered properly

• Ascertain that the work processes and tools followed by the Team are effectual and of high-performance standards
• Establish and document best practices
• Compare current practices to relevant industry best practices and bridge gaps (if any)
• Closely monitor & audit the processes of the function to ensure the quality & work standards are maintained
• Evaluate the efficacy of the tools and constantly update them
• Research the evolving areas of work, new market trends & changes and keep functional processes and standards updated by incorporating these trends and changes into the work model

• Bachelor's degrees in art, graphic design or similar fields
• Relevant UX design certificates

• At least 10 years of experience as an UI-UX Designer, 5 of which at a senior/leadership role
• Rich UX design portfolio
• Experience with design software (e.g., Adobe Creative Suite) and front-end development technologies (HTML, CSS, JavaScript).
• Strong experience with HTML5 & CSS3
• Strong knowledge of usability factors in Human Computer Interaction
• Detailed working knowledge of leading UI/UX design tools and methodologies

• Proficiency in UX/UI design principles, methodologies, and best practices.
• Strong knowledge of wireframing, prototyping, and UI design tools (e.g., Sketch, Adobe XD, Figma).
• Ability to plan, conduct, and analyze usability testing sessions and user research.
• Understanding of interaction design principles and information architecture concepts.
• Familiarity with mobile design considerations and responsive design techniques.
• Skill in analyzing data to make data-driven design decisions and optimize user experiences.
• Very good ability to discuss and explain design options

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