In a nutshell, you will:

• Be responsible for developing strategies (both online and offline), and working with the creative, strategy and implementation teams to ensure outputs delivered are aligned to client requirements.
• Support the formulation of strategic objectives and KPOs in partnership with clients.
• Manage and direct client expectations with critical activities including facilitating and reporting on client workshops, presenting and rationalising design solutions and building strong working partnerships.
• Plan, conduct and analyse summative user testing sessions.
• Develop and articulate personas, service blueprints, journey maps.
• Oversee the delivery of the user experience workstreams whilst ensuring that the artifacts produced deliver against the set objectives.

Key Responsibilities:

• Understanding and expanding upon client KPOs to develop channel strategies and a holistic strategic framework.
• Formulate research objectives.
• Develop a research plan articulating research methods.
• Conduct and analyse qualitative research, and manage research activities in compliance with ethics standards and data privacy regulations.
• Communicating research findings including personas, experience and journey mapping, service blueprints to key stakeholders.
• Work in collaboration with the client and project team to prioritise product features and drive the planning of roadmaps.
• Develop goal based user journeys delivering against KPIs; define user experience goals, user centric taxonomy and personalised experiences