Vacancies and projects at Smartbrain.io

Available Offers for CX

Project description

The service is requested as part of the project above. Make an impact in our journey to become an agile, customer-centric, cross-functional and data-driven organization by shaping your part of our B2B Digital Transformation.

Deeply understand the Customer and ensure that the Voice of the Customer is incorporated across the whole E2E Customer Journey through direct, indirect and inferred customer feedback.

Help grow the business by including the Voice of the Customer across the whole Customer Journey to steer any cross-functional CX improvement, across Marketing, Sales and Service functions for all our B2B businesses and Regions

Background to the assignment

External resources are needed as there is no internal staff with the required expertise in the following areas:

Voice of Customer experience in large multinationals (NPS, CSAT, CES, NSS)
Strategic and pragmatic VoC approach design & implementation
VoC Capability design and building
Statistical VoC analysis & insights understanding
Project Management and stakeholders management skills

Therefore, the external consultant is in a unique position and performs significantly different tasks than the internal employees.

Task description

The scope of services includes the following tasks, which are independently performed by the external contractor:

Consult the project team on how to design best-in-class VoC methodology, strategic approach and measurements cross-channels and functions at Global, Regional, local and SBU level
Incoprporating the Voice of the Customer across the whole Customer Journey through direct, indirect and inferred customer feedback in order to improve and steer overall CX, positively impacting NES
Consult the project team on how to build the new Voice of Customer Capability in terms of:
Priorities
Roadmap
Blueprint
KPI framework
Best practices across the end-to-end customer journey
Consult the project team on how to shape, implement and continuously optimise the Voice of the Customer capability across all axes:
Customer & Business
Organization & Way-of-Working
Technology & Data
Set the stage to deliver a coherent E2E Digital Customer Experience across all of company’s channels by listening to customer needs and other Voice of the Customer insights as input to spark new ideas and CX improvements, working across all SBUs/Regions/Functions to maximize engagement and drive conversion and business growth
Consult the project team on how to drive full adoption of the Voice of the Customer capability and standards across all SBUs, Markets and Functions
Consult the project team on senior stakeholder management & vendor management

Project: Phygital-strategy involves integrated communications at the intersection of digital and physical spaces that lead to new experiences and contexts of use. Exploring new user experiences requires going beyond a single platform and conducting CX/UX research. We integrate such research into product development business processes and measure the dynamics of change. We use the most advanced equipment and technologies. Tasks: - Immerse in user experience in the retail destination and study customer scenarios - Participate in the design and shaping of customer journey and all points of interaction with the bank across digital channels - Collaborate with CJE to compile and prioritize backlog of research in the destination - Identify research needs, form hypothesis pool, analyze baseline metrics - Independently initiate research, generate suggestions and recommendations to improve customer experience - Conduct user and customer experience research and usability testing of the bank's digital channels (qualitative testing using eye-tracking, in-depth interviews, quantitative surveys, field research, etc.) Shape the backlog of CX/UX problems, create necessary artifacts (CJM, BP and others) Help teams find solutions: research workshops, participate in prototype development, monitor and review changes. Train and mentor product teams on how to conduct baseline research independently Requirements: - Experience in CX/UX research for 2 years or more - Can conduct full cycle of research from staging meeting to demo report and organizing workshop with teams - Have done CX research and usability testing, know how one complements the other - Developed CJM, preach design thinking - Fast-paced teamwork is the norm for you - Know how to initiate research in teams, arguing your point of view Required: - You need to submit 2 projects and show them in an interview that you did independently (this is important). You can de-brand, remove some numbers if NDA. But the projects must be real.

CX UX Design