Cx Design
6 days ago
**ROLE DESCRIPTION**
**_Disclaimer: This role description reflects the general details considered necessary to describe the principal functions of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent in the job._**
**_Title:
- **
**_Job Category:_**
- CX Designer & Project Manager_
- Marketing_
**_Seniority Level:_**
**_Role Archetype:_**
- Individual Contributor_
**_Division/Department:_**
**_Career Level:_**
- Shopping Malls - Marketing - Customer Experience**_(To be confirmed post role assessment)_**
**_Reporting to:_**
**_Supervising (if applicable):_**
- Director - Customer Experience- NA_
**_Location:_**
**_Date of last revision:_**
- UAE_
**Role Purpose**:
Use the CX discipline to change overall cultural thinking and put customer first in all our designed experiences. Day to day, turn our deep customer understanding into specific design projects and helps lead, support, or guide the projects and how they come to life.
**Role Details - Key Responsibilities and Accountabilities**:
As a CX Designer, your contributions will help position Majid Al Futtaim as the market leader in Malls and redefine its role as a market-shaper. You’ll work closely with our research, operations, and malls teams to gracefully balance business needs with the needs of our customers. Our work directly influences roadmaps as we set the vision to redefine the mall of the future. Every day you will challenge the conventional and turn skeptics into believers.
- Plan and execute of cross-functional end-to-end projects to redesign customer journeys.
- Use research, data, and best-practices to form and validate your solutions
- Create journey maps, service design bluprints and prototypes to solve challenging CX problems
- Objectively evaluate and refine concepts based on learnings from user testing validation
- Target appropriate methods and fidelity based on project objectives to obtain the results required from the onset of the project
- Present the team’s work to stakeholders and executives
- Develop a strong understanding of Majid Al Futtaim key customer journeys.
- Manage implementation process of journey pilot and assisting in adapting changes of the final product as required.
- Responsible for planning and executing any service Blueprint projects.
- Prepare presentations and clearly communicate projects deliverable to senior leadership within Customer Experience and in the broader company.
- Regularly assess project risks and opportunities.
- Develop and maintain standard project documentation, facilitate cross-functional team meetings, proactively work action items.
- In collaboration with CX Leadership and Product teams, communicate opportunities and advocate for product/service improvements and/or tools required to support project outcome and a flawless customer experience.
**Job Dimension - (E.g. Revenue & Budget size, Sales Volume etc.)**
- _Covering top 8 Malls in the Majid Al Futtaim Portfolio.
- _This includes:_
- _Mall of the Emirates_
- _Mall of Oman_
- _Mall of Egypt_
- _CC Mirdif_
- _CC Deira_
- _CC Bahrain_
- _CC Al Zahia_
- _CC Almaza_
**Other Context (if applicable)**:
- TBA - please inquire with any questions._
**Functional/Technical Competencies**:
- Strong understanding of Design thinking and CX Discipline. This includes competency in CX Double Diamond or equivalent model and all its phases._
**Personal Characteristics and Required Background**:
Personal Characteristics:
- Exceptional communication skills - in presenting, listening and feedback loops
- Demonstrated deep empathy and connection to stakeholders & customers
- Outstanding team player with great self-awareness
- Natural curiosity to ask questions, challenge convention and consider all possibilities
Minimum Qualifications/education
- Bachelor's Degree in Design Thinking, Innovation, Human-Centred design or equivalent
Minimum experience
- 1- 2 years
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