Manager (Customer Experience) needed to for a Business Solution & Technology company.
Location – Doha, Qatar
Salary – 35,000-40,000 QAR/month + relocation assistance + annual bonus. (company related)
Skills & Requirements:
- At least 10 years of experience as an UI-UX Designer
- Minimum 4 of which at a management position
- Must have experience in a Telecom industry
- 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
Key Responsibilities:
Team Enablement and Management
- 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.
Customer Satisfaction and Relationship Building
- Own customer 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
Project Ownership and Implementation
- 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
Research and Adoption of UI/UX Design Trends
- 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.
Marketing and Customer Experience Enhancements
- Recommend new services/ enhancements to existing services based on latest market trends and benchmarking towards competitors locally and internationally
- Form focus groups comprising end customers to gather feedback and leverage on insights to propose and implement customer experience enhancements. Test new strategies for driving customer value
- Increase customer satisfaction, loyalty and advocacy through recommending changes to the customer experience that would address their expectations
- Champion opportunities to consistently improve the experience on the different Ooredoo digital channels
- Drive customer retention, reduce churn and increase customer satisfaction
- Map the customer journey and identify opportunities to proactively intervene on behalf of the end customer
- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
Job Objectives:
- 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 customer 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
About the role:
You will lead the companies Customer Experience talented team of UX/UI designers, driving innovation and delivering exceptional user experiences. With a focus on technology enablement, you will establish best-practice methodologies and foster a culture of continuous learning. By building strong customer relationships, you will ensure satisfaction and translate business needs into impactful designs. Your expertise in driving efficiency, embracing emerging trends, and nurturing a high-performing team will be key to enhancing the organization's customer experience and overall success.