Customer Experience Designer

Metro Cash & Carry

• Minimum 5 years of previous experience of working in a  Customer Experience or Customer Service Design role
• Advanced level of English both writing and speaking
• Needs to be self-confident, highly motivated, flexible in their approach to work and able to prioritize work
• Experience of working in different customer facing industries would be beneficial
• Experience of translating customer journeys into business cases including business and functional requirements.
• Experience of working across a wider range of teams (both operational and technical) to ensure the best experience is delivered to customers
• Experience of using NPS as a method of measuring customer journey improvement
• Needs highly developed competence in all aspects of communications to be able to communicate effectively with tact and discretion
• Knowledge of continuous improvement methods and tools would be beneficial
• The job involves interfacing directly with senior management and staff at all levels within Metro Turkey, so appropriate interpersonal skills are required

İŞ TANIMI

• To lead on the end to end development, deployment and sustainability of assigned customer journeys
• To execute high level journey mapping, definition and creation of detailed customer scenarios to ensure optimum journey design
• To influence and collaborate with cross discipline teams to create end-to-end customer centric designs incorporating systems thinking, customer experience, and service design, operating model and commercial analysis – to drive significant change to the end user experience
• To use industry knowledge and customer drivers to research and develop key ‘points of view’ and make recommendations of how to develop our propositional, business, process and technical capabilities.
• To coordinate/execute customer interviews (in depth) to get proper insights.  
• Continually challenge the business to drive for innovation; “think out of the box” and be industry leading in design.
•  To work with business stakeholders to quickly resolve business design and delivery issues and support/drive escalations where required to protect best in class design whilst enabling rapid delivery.