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Customer Experience Strategist

2 months ago

Warwick, United Kingdom Pontoon Full time
Customer Experience Lead

About the Role:

We are seeking a talented Customer Experience Lead to join our client's team. As a key member of the organisation, you will play a crucial role in enhancing our client's connections process and ensuring a customer-focused approach.

Key Responsibilities:

  • Gather and analyse user data using a variety of research tools and techniques to derive actionable insights and recommendations for the connections process.
  • Plan and execute user research, utilising both qualitative and quantitative methods such as interviews, usability testing, surveys, and competitive analysis.
  • Collaborate with cross-functional teams to translate research findings into well-designed products and services that deliver an exceptional customer experience.
  • Advocate for the customer throughout the product development lifecycle, ensuring that user needs and preferences are considered at every stage.
  • Conduct workshops, presentations, and demonstrations to effectively communicate user experience findings and recommendations to stakeholders at all levels.
  • Stay up to date with the latest trends, tools, and methodologies in user research and user-centred design, continually evolving your craft to maximise impact.

Requirements:

  • Proven experience in leading UX strategy and design for digital products and services, ideally within the energy or utility sector.
  • Strong understanding of UX principles, methodologies, and best practises, including user research, information architecture, interaction design, and usability testing.
  • Demonstrated ability to manage multiple projects and deliverables in a fast-paced environment.
  • Excellent communication, presentation, and stakeholder management skills.
  • Strong analytical and problem-solving skills with a data-driven approach to decision-making.
  • A passion for creating user-centred designs that solve complex problems and enhance the customer experience.

About Pontoon:

Pontoon is an employment consultancy that puts expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.