Cx User Testing

1 week ago


Dubai, Dubai, United Arab Emirates Luxoft Full time
Dubai, United Arab Emirates

Manual Testing

BCM Industry

14/06/2024

Req. VR-105885

Project description:

Reputed bank in UAE is urgently looking for a resource to support for CX leads in Retail banking

Responsibilities:

  • Able to produce and exercise rigorous test procedures and recognize errors
  • Ensure all journey designs are customer centric and respond to client feedback and needs
  • Undertake and present user experience research to feed into the design to ensure the optimal user experience
  • Understanding of the customer journey endtoend
  • 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
  • Provide timely solutions where gaps identified
  • Foster customer and frontline feedback to enhance customer experience
  • Analyze client's data / information to enhance customer experience
  • Responsible for running and delivering all projects under the umbrella of RBG CXCG
  • Ensure that all projects are delivered ontime, within scope and within budget
  • Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
  • Develop a detailed project plan to monitor and track progress
  • Establish and maintain relationships with third parties/vendors
  • 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 board
- collaborate closely with other team members and departments

  • Interact with customers and analyze their feedback
  • Work across all levels, functions and divisions to enhance service standards
  • Escalate concerns to management and when required
  • Should be professional, proactive and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs
  • Strong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvements
  • Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution
  • In depth understanding of Retail Banking products and services, processes and system complexities

Skills:

Must have

Primary skillset:
Customer experience,

User Research and Testing,

Process Optimization,

Data Analysis

Detailed Skills:
Professional, Proactive, Customer-centric, Insightful, Process improvement, Product improvement, Stakeholder engagement, understands System complexities Analytical & logical thinking, problem-solving, user experience design, user research and testing, process optimization, stakeholder management, technical aptitude, data analysis, innovation and creativity

1.

3-5 years of experience in user experience (UX) design and research, including conducting user interviews, usability testing, journey mapping, and designing intuitive and customer-centric digital experiences.

2.

2-3 years of experience in process optimization, including identifying pain points, analyzing data, and implementing improvements to streamline workflows and enhance customer experience.

3.

3-5 years of project management experience, including developing project plans, managing stakeholders, tracking progress, and delivering projects on time and within budget.


  • Experience working in a customer-facing role or retail banking environment, with a strong understanding of banking products, services, and customer needs.
  • Familiarity with Agile/Scrum methodologies and experience working in a fast-paced, iterative environment.
  • Strong analytical and data analysis skills, with the ability to interpret customer data and translate insights into actionable recommendations.
  • Proven track record of fostering innovation and driving continuous improvement to digital experiences.
Nice to have

NA

Other:

Languages

English:
A1 Beginner

Seniority

Senior
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