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CX & Design Consultant

Employer
Santa Fe Relocation
Location
UK
Salary
Competitive
Closing date
26 Jun 2022

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Sector
Technology & New Media
Contract Type
Permanent
Hours
Full Time
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JOB SUMMARY

Support the Customer Experience team as an experienced CX/UX Designer. You will be a key part of an ambitious technology programme with the aim of transforming our Relocation business. You will have the ability and desire to work as part of a collaborative team possessing a background in the development of customer journeys and service blueprints. You will need enthusiasm and drive, with proven experience of working to deadlines in a fast-paced environment. You will need to think on your feet, be self-reliant, with a positive attitude; constantly striving to bring the customer thought process to life.

KEY RESPONSIBILTIES AND ACCOUNTABILITIES
  • Collect, review and present qualitative and quantitative data clearly and use data to support recommendations
  • Interrogate data to understand users' behaviour and carry out design decisions
  • Create experience maps/service blueprints to help the business identify opportunities and to help steer the right Graphical User Interface (GUI) for internal and external users
  • Consider existing applications and evaluate their UX effectiveness
  • Translate customer needs into business requirements
  • Carry out design decisions with an 'outside in' design approach i.e., what it needs to look like from an end user / customer perspective
  • Link the development of conceptual ideas into concrete designs in line with Santa Fe's business strategy
  • Identify and troubleshoot UX problems
  • Run workshops and present ideas to a varied audience of stakeholders from senior business owners to technical architects and developers
  • Provide a clear vision for improving design processes
  • Create and showcase scenarios, end-to-end experiences, and mock-up UX screens to stakeholders
  • Carry out user testing and user feedback
  • Establish continuous improvement to drive improvement initiatives in CX and operational efficiency
  • Lead teams in developing business cases to help drive CX improvement
  • Develop metrics to analyse CX performance and identify areas of opportunity
  • Keep up to date with competitors and industry best practice







QUALIFICATIONS AND SKILLS

Essential
  • 5+ years of corporate experience with Customer Experience /User Experience design (CX / UX)
  • Bachelor's degree or greater
  • Experience in carrying out UX research and translating into actionable design requirements
  • Strong experience of CX design techniques e.g., customer journey mapping
  • Understanding of up-to-date UX principles and methodologies
  • Excellent experience designing User Interfaces
  • Advanced usage of flow mapping tools such as Creately / Visio / Other
  • Expertise in standard UX software such as Sketch / OmniGraffle / Axure / Other
  • Ability to work independently or as a member of a cross-functional team
  • Strong communication skills and collaboration techniques
  • Excellent written, verbal and presentation skills
  • Digital transformation experience

Desirable
  • Experience of working within the relocation industry
  • HTML experience


COMPANY OVERVIEW

The Santa Fe Group is a leading global provider of moving, relocation and mobility services to corporate and private customers. With revenues of around EUR 130 million, the Group is headquartered in London with regional hubs in key global locations. It employs more than 1500 staff in 38 countries.

With a broad geographical footprint and varied service offering, Santa Fe makes it easy for companies and people to live and work freely and flexibly around the world. For more information see the Group website at www.santaferelo.com.
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