Customer Journey Expert/UX at Safaricom Kenya

Job Description (adsbygoogle = window.adsbygoogle || []).push({}); Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.SummaryReporting to the Product Owner, the role holder will be a squad who designs and operates the end-to-end customer journey including touchpoints. This includes all critical elements of CX across customer journey design, service design, process design, quality management and chain. They will also optimize customer satisfaction, ease of use and access as well as consistency in the customer experience.Key Responsibilities and decision ownership:Key Responsibilities Working with other squads to drive UXD from research to development.Planning and Co-ordinating UX research for various company-wide projectsProviding world class direction on User design executionEstablishing design principles and UX direction for designers and engineersTranslating research insights into product/feature requirements and/or design recommendationsClearly articulating user challenges and user needs through use of storyboards, user journeys, experience maps and other UX models Usability and user experience testing Conducting design sprintsTesting and analyzing recently released products/features to identify potential areas of improvement Squad member Active squad member, bringing his/her relevant Chapter expertise to the squad and working day-to-day on tasks in the squad backlog Chapter member Encourage a culture of chapter excellence and talent attractionDevelop standards and guidelines required for the relevant chapterEncourage learning and knowledge sharing within the relevant chapter QUALIFICATIONSMust have technical / professional qualifications: Relevant Education in Human-Computer interaction, Computer Science, Computer Engineering, Information Systems, Information Technology, Psychology, Cognitive Science, Anthropology, Information Systems, or any related field.Strong Business competenciesStrong collaboration agile mindsetAnalytical skillsMust provide a strong work portfolio that demonstrates systematic and creative design thinking as well as a deep understanding of UxD best practices