About the role & your day-to-day:
The Senior CX Designer role is pivotal in shaping what the future of Lotto NZ will look like for our customers and the business. You'll be a self-starter and your day-to-day tasks could vary from creating interview scripts that enable the right insights to be brought forward, being out in store interviewing customers, collaborating internally, creating journey maps, presenting insights to senior stakeholders or running a design sprint process to ensure those insights end up in action.
Our strategy to 'Boldly transform the customer experience' within Lotto NZ will drive exciting, challenging and rewarding work for this critical, strategic role within the business.
Here are some key aspects of the role you will deliver on:
Experience design and transformation:
As a Senior CX Designer, you'll define and execute compelling experience designs aligned with Lotto NZ's strategy to boldly transform the customer experience. Your work will involve creating detailed journey maps, blueprints, and omnichannel concepts that accelerate business growth and exceed customer needs.
Ethnographic research, insights & understanding:
You have a deep knowledge of ethnographic research methodologies and can accurately choose the right method for the task at hand. You are an absolute professional in the research space and can draw insights with ease from a wide range of people all the while making them feel comfortable during the process. You will be able to use tools to synthesize your research results to distil them down into actionable insights that align to key business and customer objectives. You utilise data to map and inform customer insights to create the full picture of customer behaviour and enable a well-rounded decision-making process.
Journey mapping and service blueprints ' strategy into action:
You're a seasoned professional at creating the right kind of map to communicate the right amount of information to the right audience. This can vary from journey maps to service blueprinting and everything in-between. Your skill is communicating information in the right way for the right audience. You are a storyteller that can bring a customer's journey to life for stakeholders, ensuring they understand the pain points and opportunities presented to them and working with them to create actionable outcomes off the back of it. You'll help the business understand how to break down a customer journey into manageable and deliverable parts. Communicating how they connect, and the technology needed to enable them.
Collaboration, facilitation and planning:
Collaboration will be central to your role. You'll lead and facilitate effective workshops across the organisation, ensuring everyone is part of shaping the exciting new future. You will be a key facilitator in running the sprint processes internally, taking the outcome and synthesis of your research findings and ensuring they are connected throughout the sprint process into the design of the outcome and end result. You will be able to take teams on the journey and make yourself an enabler to them solving their pain points. Infusing strategic and customer insights, you'll collaborate across teams and align with business goals. People will feel heard and integral to the transformation process.
Centre of CX excellence:
As a design thinker, you'll advocate for CX practices and services within the Experience team. You will establish a best practice CX Hub within the organisation to ensure research and findings are accessible to all. You will provide CX design and facilitation advice to the business and advocate for inclusive design principles. You will stay informed about emerging trends within the industry and how we can apply those to the Lotto context.
Your work will contribute to meaningful outcomes, benefiting Kiwi communities and minimizing potential harm all while having fun along the way!
A bit about you: Our ideal candidate will have: 8-10 years' experience in ethnographic research techniques.
8-10 years' experience in project planning, journey mapping, and service blueprint design.
5 years plus experience in leading sprint processes and taking insights through to actionable outcomes.
You are a self-starter and when you see what needs to be done you are able to step up and do it.
Excellent collaboration skills to enable you to connect and communicate across the business at all levels bringing people together around a common goal.
Excellent communication and presentation skills.
Background in human centred design fields.
Proficiency with design and research tools like FigJam and Askable or similar platforms.
Adaptability to new trends and technologies.
A creative, open, problem-solving mindset.
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