Customer Journey Designer

Coronation is the brand that helps build enduring legacies and financial independence, finding solutions that solve Africa’s problems. Our goal is to be recognised as the brand driving that shift on the continent. At Coronation, we live by a strong set of values that guide our interactions with clients and stakeholders. Our brand is supported by core values centred on trust, innovation and leadership. Our ongoing commitment to these values will enable us to deliver on our vision.

Job Description

The customer Journey Designer is responsible for creating satisfying or compelling experiences for users of a product, with a focus on reshaping the customer experience to maximize conversions. He/she must have an expert understanding of touchpoints across the entire customer journey.

Responsibilities

• Hands-on experience designing holistic, omni-channel consumer and service delivery ecosystem
• designs.
• • Ability to transform tasks into intuitive, accessible, and easy-to-use designs through the entire
• experience lifecycle, from the first-time user to the expert.
• • Ability to execute visual, information, interaction, and service design elements of the initiative that
• meets business and customer needs and delights customers.
• • Ability to communicate the initiative and product to others (Business Partners) through consumer
• journeys, storyboards, ecosystem and service designs, prototypes, wireframes, infographics, and other
• materials.
• • Ability to prototype rapidly in multiple mediums and levels of interactivity (physical, digital, low and hi-
• fidelity, tangible and conceptual).
• • The ability to translate insight and strategy into concept prototypes and communicate your vision
• through your artifacts.
• • Creative use of technology and alternative approaches.
• • Appreciation of high-quality visual design, innovative technology, marketing strategy, business strategy,
• as well as business analysis and quality assurance disciplines.
• • Capable of establishing research methods and strategies with our market research team.
• • Ability to discover customer and business needs through contextual inquiries, generative and
• quantitative research, and identify solutions to meet those needs.
• • Strength in using storytelling to share your discoveries, influence business partners and create energy
• around an idea or an initiative.
• • Ability to pitch concepts in a clear, concise, and compelling way to obtain buy-in and/or funding.

Requirements

• 4-6years of relevant experience
• • B.Sc./ M.Sc. in Design preferred (Design Thinking, Human Factors, Interaction Design, Information
• Science or HCI, Design, Design
• • Strategy, Design Planning, Design Research, or related field)
• • Experience leading primary and secondary customer research to drive improvements in journey and
• provide input on product or service design.
• • Experience working with UI/UX designers, product managers, engineers, operations on new concepts
• and products delivery.
• • A background working with Operations for the implementation of designs