Customer Experience Lead

The competences needed for the assignment are:

1. Design Expertise:
   Design thinking / CX design / User-centred design: identifying needs, planning and conducting research, concept development.Prototyping and testing: generating and testing solutions, using various methods.Inclusive and accessible designAt least 15 years’ experience of leading and implementing user centric service inititatives
2. Technical and Agile Proficiency:
   Adapting to technological changes, understanding technical systems.Agile methodologies: working in iterative environments, using agile tools, SCRUM.
3. Leadership and Communication:
   Leading cross-functional teams, mentoring junior designers.Strong stakeholder management and communication skills.Ability to align design strategy with business goals and long-term vision.Proven track record of driving innovation and leading transformative projects.Experience in fostering a collaborative and inclusive team culture.
4. Organizational Understanding:
   Assessing and managing organizational challenges and constraints.Gaining support for work by understanding and negotiating within organizational structures.Leading and educating stakeholders in agile methods and service design.Change management, cross-collaboration.Establishing new customer-centric methods.Establishing an outcome-driven way of working with measurable goals.
5. International Experience:
   Experience working in multiple countries, fluent in English.
6. Education and Certifications:
   Master’s degree in a relevant field, Interaction and Service design.
   Certifications: Business Innovation, Designing a Business, Designing Strategy (IDEO U or similar).
7. Industry Experience: Finance, Industry, Public Sector, Education, Technology,
8. Tools and Methods:
   Research methods: interviews, observations, usability testing.Service design methods: service blueprints, customer journeys, user personas.Design tools: Miro, Figma, Adobe XDAgile tools: Jira, Trello, Asana.Analytics tools: Google Analytics.