Customer Experience Manager
iHorizons
- Qatar
- Permanent
- Full-time
- 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