Product User Experience (UX) Analyst

Job Description

Grade Level: L1Location: IslamabadLast date to apply: Oct 25th 2023What is Product Customer Experience (CX) Analyst?The Product User Experience Analyst is primarily responsible for creating and managing customer experience for various products within Jazz. It will involve sourcing and analyzing of customer onboarding and usage experiences and map them with national and international best practices.Incumbent should be customer obsessed to drive insights from current data points available within Jazz and be able to bridge the experience gaps with best practices through the use of experience journey re-engineering, process automation and digitalization.The Product User Experience Analyst drives the CEM department?s performance through customer complaints reduction, improvement in overall net promoter score and increase in the use of automation and self-care venues.What does Product User Experience Analyst do?The Product User Experience Analyst plays a leading role in the management of customer experience for digital and traditional products and services.Incumbent additionally ensures that projects within his/her domain are delivered in a timely manner and that they are always in line with the business?s guidelines, quality standards, and objectives.Experience Design:Product User Experience Analyst/Expert/Specialist Co-creates customer journeys with internal and external customers by aligning focus of multiple stakeholders & the team toward a unified end-to-end experience for the customer, bringing together strategy and execution. He/She will also conduct users feedback sessions and convert these sessions into actionable insights for Jazz products and services.Research:At this capacity, the Product User Experience Analyst/Expert/Specialist also conducts primary and secondary research to find best practices locally and internationally, for each of the services in order to suggest the optimization of product on-boarding and usage journeys, in order to proactively reduce the causes for customer discontent. Incumbent may also be needed to apply rapid prototyping techniques to gather quick feedback on design. Auditing and evaluation of various digital and non-digital channels using Usability Heuristics and/or Gestalt Principles may also be required in some cases.Analytics:The Product User Experience Analyst/Expert/Specialist conducts research and analysis in order to deliver reports to the senior management on the customer experience KPIs across all Jazz products and services as well as conducting regular audits of the products to elicit insights for the same.Reporting:Finally, the Product User Experience Analyst/Expert/Specialist develops reports on the performance of programs and campaigns as well as propositions for strategies and approaches, which he/she presents to senior performance marketing management.Collaboration: The role of the Product User Experience Analyst/Expert/Specialist is a collaborative role and, as such, he collaborates with brands, value added services, digital products, and product development departments in an effort to optimize customer experiences through the use of landing pages, SMS campaigns, automated responses, customer education, process re-engineering etc.

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