Jobs at Chalhoub Group: Customer Experience Service Designer 2020

Chalhoub Group is offering a job opportunity as a Senior Customer Experience Service Designer to join the team in 2020. The designer will help differentiate with a world-class customer experience that consistently outpaces expectations and transforms the Group into hybrid retailer bringing luxury experiences to the fingertips of the customers everywhere.

Job Responsibilities:

1. Co-design with customers, brand managers, and other stakeholders to deliver human-centered, end-to-end solutions that meet needs of customers.
2. Responsible for articulating and mapping customer and/or user journeys and holistic view of the experience by identifying critical touchpoints, how those touchpoints are connected, and how people experience the brand throughout their entire lifecycle.
3. Lead design brainstorming and review sessions with brand managers and other key stakeholders.
4. Work to identify and prioritize opportunities that will inform the group’s experience strategy.
5. Balance stakeholder needs and facilitate alignment.
6. Work closely with product development, sales, marketing, and operations to integrate UX & Customer insights to optimize the journeys.
7. Lead and participate in user research activities and incorporate insights into service design and deliverables.
8. Use VoC research and insights and competitor analysis to transform what customers want into what users need to efficiently get their jobs done.
9. Responsible for ensuring the end-to-end experience meets or exceeds the needs and objectives of your customers and meets core business objectives in a measurable way.
10. Develop customer journeys, service blueprints, workflows, wireframes, and other design deliverables.
11. Understand and articulate clearly how journeys, processes and services need to change from a user centered, system, and business perspective.
12. Support and teach other internal organizations how to design better services using user-centered design best practices and service design techniques.
13. Use UX best practices to design digital experiences for target users, and support the company’s business goals while advocating for users’ needs.
14. Foster a design thinking culture within the organization.

Qualifications:

Required:

1. Bachelor’s degree in Marketing, Engineering, Design, or a related field, or the equivalent education and/or experience.
2. Minimum of 3-4 years’ work experience in user-centered service and/or design, e.g. creation of customer journeys, service blueprints, experience flows, as well as definition of touchpoints, and design/interaction guidelines, human-centered research methodology and (ethnographical) interviewing.
3. Proven and successful at delivering a product design, from design to launch.
4. Familiarity with research tools and techniques such as Crazy Egg, Google Analytics and Optimize, usertesting.com, customer interviews, small-focus groups, and surveys.
5. Experience of using design thinking principles or methods, facilitating Design Thinking workshops and trainings.
6. Business knowledge paired with outstanding analytical, conceptual, and design thinking skills.
7. Proven ability to create new service designs based on relevant user insights and to effectively communicate them to stakeholders.
8. Work under time constraints on several tasks and projects simultaneously, as well as a marked ability to work in cross-functional teams.

Preferred:

1. Master's Degree.
2. Retail industry and luxury is a plus.
3. Arabic (written and spoken) is preferred
4. Agency or consultancy is preferred.

About Chalhoub Group:

Chalhoub Group is the leading partner for luxury across the Middle East and an expert in retail, distribution and communication. With a growing workforce of more than 12,000 people, and a network of over 650 retail stores, the Group's success is attributed to its highly skilled and dedicated teams.

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