WEB・クリエイティブ、外資系金融機関の転職求人

・Champion adoption of Human Centered Design approach and establish the CX team as the Centre of Expertise for HCD practice.
・Collaborate and plan projects with regional office and local agile squads, project teams and operational partners at various stages of the innovation/HCD process for research, synthesis, mapping and experience design planning in support of transformation initiatives
・Provide hands-on workshop facilitation at the discovery and design phases and ongoing support for key multi-year transformation projects focused on digital and analogue customer experiences, to ensure ease of doing business with Our Company for customers & agents
・Represent the customer user voice and work with customer insights, data analytics, IT, delivery, and operational partners, ensuring empathy for customer’s perspectives and addressing key pain points
・Ensure that all forms of research, mapping and insights are robust and unbiased; conduct or manage Customer and Agent interviews
・Advocate for and support user testing/validation of prototypes with end users to improve our Customer and Agent service experiences
・Conduct formal HCD training and embed HCD mindsets across the organisation, helpfully challenging contrary ways of working to foster ambition and customer-centric change
・Think and act both strategically and digitally; you understand how the digital economy is changing user behaviour and the insurance and wealth landscapes.
・Clearly articulate case studies for past projects, including how you have applied an understanding of technology to problem solving in human-centred ways.

●Accountabilities (Individual / Shared):
◇Individual Accountabilities:
・Invitation and acceptance of HCD approach to projects within organisation
・Impact of HCD through project success

◇Key Shared Accountabilities:
・Digital KPIs e.g. Digital Platform active rates and service adoption
・Employee Customer Centricity measures
・tNPS and rNPS

●Problems/Challenges:
・Multiple stakeholders to align on ways of working to embed HCD
・Building new capabilities in areas such as HCD and Change engagement, that the organization is not familiar with adopting

●Position Dimensions (Organizational Impact):
・An individual contributor within Customer Experience team, working alongside one other Experience Designer.
・Team of 7 within Customer Experience team, including expertise across research, NPS practice and change management.
・Customer Experience Team is one of 3 pillars under CMO’s Marketing organization.