Transformation Analyst

You will have the opportunity to work independently and become a subject matter expert in a dynamic and collaborative team environment. Your active participation and contribution in team discussions will be highly valued as you help provide innovative solutions to work-related problems.

• Manage the visual design effort and development of materials for visual design strategy.
• Work with developers and technical architects to define functional and technical usability requirements.
• Ensure application meets objectives and performance goals.
• Manage the user interface design effort.
• Develop and support the technical user interface style inventory.
• Conduct quality evaluations to ensure the user experience vision, design, and standards are being fulfilled by the application and architecture developers.
• Participate in quality management reviews to ensure adherence to all quality management plans and standards.

HERE'S WHAT YOU WILL NEED:

• Beginner proficiency in Customer Experience Design.
• Beginner proficiency in User Research.
• A minimum of 1 year of experience in relevant related skills.
• Bachelor's Degree.

BONUS POINTS IF YOU HAVE:

• Intermediate proficiency in Interaction Design.
• Advanced proficiency in Prototyping.
• Expert proficiency in Usability Testing.

Desired Candidate Profile

1. Experience Mapping and Journey Analysis
   • Customer/Employee Journey Mapping: Creating visual representations of customer or employee journeys to identify touchpoints, pain points, and areas for improvement.
   • Experience Mapping Tools: Utilizing tools like Miro, Lucidchart, or Microsoft Visio to create detailed journey maps.
   • Touchpoint Analysis: Analyzing key interaction points across various channels (e.g., website, mobile app, customer service) and identifying opportunities to enhance them.
2. Data Analysis and Insight Generation
   • Quantitative Data Analysis: Collecting and analyzing data from surveys, CRM systems, social media, and other sources to understand user behavior and experience.
   • Qualitative Data Analysis: Analyzing customer feedback, interviews, and focus groups to gather insights about their pain points, needs, and preferences.
   • Sentiment Analysis: Using tools like Text Analytics, Natural Language Processing (NLP), or social media listening tools to understand sentiment around customer or employee experiences.
   • Experience Metrics: Defining and measuring key performance indicators (KPIs) like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), or Employee Engagement to track experience quality over time.
3. Process Improvement and Optimization
   • Process Redesign: Identifying inefficiencies in existing processes and working with cross-functional teams to redesign workflows for better user experiences.
   • Lean and Six Sigma: Applying process improvement methodologies (e.g., Lean, Six Sigma) to optimize customer or employee interactions and remove waste or inefficiencies.
   • Root Cause Analysis: Identifying underlying issues that are impacting the experience, using tools such as Fishbone Diagrams or 5 Whys to investigate problems.
4. Change Management and Implementation
   • Change Management Frameworks: Utilizing frameworks like ADKAR or Kotter’s 8 Steps to guide transformation efforts and manage resistance to change.
   • Stakeholder Engagement: Engaging with stakeholders (e.g., business leaders, HR, customer service) to gather input, drive buy-in, and ensure successful adoption of experience initiatives.
   • Communication Plans: Developing communication strategies to ensure that stakeholders are informed and aligned with experience transformation goals.
5. Experience Design and Innovation
   • User-Centered Design: Applying design thinking principles to create user-centric solutions that address the needs of customers or employees.
   • Prototyping: Creating prototypes or mockups of new experiences or process changes to test and iterate on before full-scale implementation.
   • Innovation Strategies: Identifying new and innovative ways to enhance experiences, leveraging emerging technologies such as AI, chatbots, or automation to improve interactions.