Audit Avertra?s existing product CX/UX in order to deliver a set of improvement recommendations
Set best practices within Avertra around visual representation of user stories, personas, journey maps, sight maps, empathy maps, and storyboarding?
Work closely with the product management team on new and existing client engagements
Work closely with the sales and pre-sales team to offer our customers quantitative and qualitative assessments of existing journey pain points?
Lead experience ideation workshops, partnering with cross-functional teams; facilitate conversations and champion powerful, unexpected insights to yield solutions to pertinent experiential problems
Leverage a human-centered approach to design and implement internal processes that impact the customer experience.
Guide and mentor team members in all areas of responsibility, including UX/CX, speech recognition, professional communications, implementing process improvements, customer interactions, application design, and development.
Help Avertra Product Management team define product value statements?
Support the development of Product Usage KPI?s and data analytics to help define future product roadmaps
Optimize, test, and validate existing customer journeys
Work with designers to guide the development of prototypes and wireframes
Analyse and utilize customer insight to recommend improvements in customer experience
Work closely with various stakeholders in the company to understand and mend customer experience challenges and pitfalls
Act as an advisor for CX related projects
Build customer personas and identify their pain points in order to develop a deep customer understanding
Evaluate customer trends in the industry
Lead experience ideation workshops
Lead Avertra?s CX team
Build consumer personas, identify pain points and map customer experience journeys to envision experiences (customer and employee) across channels based on deep customer understanding.
