What makes being a Customer Experience Designer at Tele2 so much fun Our Customer Experience (CX) Designer is responsible for creating satisfying and compelling experiences for our customers that buy or use our products, with a focus on reshaping the customer experience to maximize transactional and relationship NPS. The CX Designer has to create an expert understanding of touchpoints across the entire customer journey throughout all phases of the customer life cycle: orientation, buy, join, use, get help, pay, grow/change and leave. More specific, gathering data with customer insights, drawing conclusions from them, making actionable suggestions to improve customer experience and participate in a cross functional improvement program in close cooperation with the E2E Process managers. There are no limitations of the nature of improvements (i.e. from simple and easy to implement to more complex improvements where IT development is required). The Customer Experience Designer reports directly to the Manager CX Design & Process Management. This is what you will be doing
Taking an active role in design research, scope/definition, design and development in support of both our baseline and future state customer experiences.
Designing and scoping solutions across a number of platforms and customer touch points. Close cooperation with the E2E Process managers who are responsible for well-functioning E2E process chains.
Development of scenarios and CX flows. Apply tools and practices including personas and experience design principles to ensure alignment of key strategic initiatives.
Coordinate and support customer journey mapping activities;Engage with clients to understand and research their needs.
Analyze data and seek ways to acquire more relevant customer insights.
Participate in project meetings (e.g. daily stand ups).
The team that awaits you Every time that you, as a consumer, buy something from Tele2, hear from us or call us, it is our Consumer Market department that’s behind that. Divided over a number of sub departments, there are 150 people working in small teams with big goals. Marketing, communications, digital, sales, operations and customer service. Fixed, 4G. Online and Offline – It’s all here. The heart of the department is our living room. This is where ideas take form and come to life, where we talk about customer experience, test our propositions and close the deal on campaigns. And on Fridays? You will find the best social drinks here (at least of our C-wing). This is how we picture you Of course we expect you to be brilliant at what you do. And that your Linkedin profile is bursting with words like customer centric, hands on, solution orientated and stress resistant. But besides all that, we think a cultural match is just as important. That you always face your challenges in a positive way, that you like getting stuff done by being flexible and highly driven. And that our open and unconventional culture feels like home. The ‘small offices and knocking on doors thing’? No thanks. A dynamic and sometimes even hectic work environment? Bring it on! If all of this sounds like you, then this could be the start of something beautiful. These things we also find important It is for the Customer Experience Designer crucial to have a customer centric way of thinking and doing. Also, you should:
Completed college or university grade, minimum of 5 years of relevant working experience
2 Years of customer centered design experience with a focus on digital and end-to-end experience design
Experience in design research, prototyping and testing designs with customers
Experience in telecom industry or digital services (e.g. insurance), in a hands-on design role
Clear understanding of how to turn design research into tangible, actionable design outcomes
Capable of effective storytelling and use of tools to engage audiences of varying levels in deep understanding of both simple and complex sets of information
Demonstrate an in-depth understanding of key processes and methodologies applicable to customer experience
Proven successful journey mapping, planning, implementation and reporting
Demonstrated understanding of consumer experience trends including how to influence changing attitudes and behaviours towards emerging channels
Analytical and able to make fact-based conclusions from available data
Have strong organizational and communication skills