Experience Design and Improvement Specialist Full Time

• Job Title: Experience Design and Improvement Specialist

Job Summary

• Experience Design and Improvement Specialist is responsible for active participation in identifying and conducting customer research, designing intuitive interfaces and implementing strategies to optimize customer satisfaction and engagement. The role holder is also responsible for the overall customer experience across various customer touch points that involves understanding the Banks’s customers, analyzing their behavior and needs, mapping their journey, and capturing their feedback.

Academic and Professional Qualifications

• Bachelor’s Degree in Business Administration, Marketing Management, Information Technology, Management or related discipline from a reputable university.
• Master’s Degree in Business Administration, Management or related fields is added advantage.

Experience

• Minimum of six (6) years relevant experience.

Technical Competencies

• Proven experience in designing and improving user experiences across digital and physical channels.
• In-depth knowledge of customer centric design principles and methodologies.
• Ability to utilize data analytics and customer feedback to gain insights into user behavior and preferences.
• Ability to drive innovation in experience design, exploring emerging trends and technologies.
• Implement cutting-edge solutions to enhance the organization’s competitive advantage in user experience.
• Implement strategies for continuous improvement in the user experience, regularly evaluating and refining design processes.
• Advocate for the importance of user experience in achieving business objectives.
• Project management skills.

Behavioral Competencies

• Interpersonal and cross cultural skills, including ability to build collaborative relationship with sensitivity to diversity/inclusion.
• Creativity and innovation skill.
• Action oriented.
• Quality focus and attention to detail.
• Professionalism and integrity in line with Dashen Bank Values.
• Good oral and written communication skills.
• Personal motivation drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
• Good customer relationship management skill (internal & external).
• Risk awareness and focus-demonstrates understanding of risk management practice, standards and regulatory requirements.

Place Of Work

• Head Office, Addis Ababa