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We are looking for a creative and resourceful Digital User Experience Researcher with strong design research skills to join our team. We want someone who can think outside (and inside) the box and provide fresh thought leadership, but we are also looking for an individual with human centric design experience (digital customer experience, customer experience strategy & performance management and customer journey transformation & delivery experience)...
... to lead customer experience strategic initiatives and revolutionize service delivery and customer satisfaction through the use of advanced analytics and design thinking methodologies. This is a both a strategic and execution role with interaction from the C-levels to on-the-ground teams across the company. The role reports directly to Digital Transformation General Manager.
Main Responsibilities / Accountabilities
Work with consumer insights and internal/external agencies, in highly collaborative and agile, workshop driven teams, to conceptualize, visualize and design clean and simple digital experiences with the goal of improving the customer experience, reducing processing time and improve overall response rates.
Demonstrate a higher than usual degree of user empathy, and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all stakeholders towards “Aha!” moments.
Integrates how the big picture of the initiatives comes together from definition through implementation on implications across the business. The role ensures accountability and enables the predictability of the outcomes of each transformation initiative
Supports large-scale enterprise-wide projects that incorporate a proactive and innovative solution to addressing business challenges and achieving organizational goals and objectives.
Ensure effective stakeholder engagement and communications. Ensures timelines are adhered to for initiatives by keeping executives aware of any red flags concerning the timing or integration process
Responsible to guide teams through human-centered design processes and how to observe, ideate, prototype, design & measure the impact of digital experiences.
Responsible for process improvement and leading enterprise initiatives focused on enhancing customer experience across our products and channels to drive increased engagement and revenue.
Responsible to create an Ecosystem of partnerships in order to add value to product offering and expand the channels that reach customers.
Have a broad understanding of the digital marketing ecosystem.
Display a solid understanding of industry trends, best practices, performance insights, delivery platforms, automation methods, and campaign strategies that can best address common marketing challenges.