Translate client needs into client solutions using creative problem-solving.

Design ideal client journeys and act as a champion for improving client experience across channels, products and touch points.

Design client experiences against client value propositions using market analysis and client feedback and considering technical constraints or opportunities and relevant client legislation (such as treating clients fairly).

Provide client experience thought leadership within Retail, build effective professional relationships across the business and establish credibility with all stakeholders.

Work closely with the business and IT and create formal networks with key decision-makers to ensure that the client experience remains a priority.

Collect, maintain and present data on the ideal client experience based on industry and divisional best practices, client experience framework and best-in-class benchmark standards.

Present design work to the client experience team, our bigger division and other stakeholders for review and feedback.

Provide leadership in the area of innovation and client experience.

You can influence and lead at all levels within a complex organisation and build strong relationships and credibility on multiple levels, both internally and externally.

You can manage multiple projects to timelines.

You stay abreast of trends across all industries and technologies – you are incredibly aware of what’s next and what’s different.

You can tell stories, articulate complex concepts and ideas and engage your audience.

You are great at multimedia communication.

You treat others with empathy. You care about people and just about everything is designed for people. The best client experience designer puts the client first and foremost.


Requirements

Minimum three years’ experience in client experience management or an equivalent innovation role

exposure to client experience practices and principles such as client journey mapping.

A background in client experience, user experience and visual or communication design; and experience in leading game-changing client experience initiatives.

A basic knowledge and understanding of behavioural and client psychology and its practical application (preferred).

A proven track record with evidence of improved client experience delivery.

A relevant diploma or degree (preferred).