Service Designer
OLX Group
Bucharest
4 zile în urmă

Service Designer

Summary : as a Service Designer at OLX Group Romania you will provide and enable the setup to create amazingly helpful and safe experiences for our customers on OLX, Autovit and Storia.

Your role is a crucial part of our transformation towards customer centricity and will change the way we operate. You will :

  • solve customer problems and advocate for all changes needed to build the right experience
  • consistently and relentesly give visibility to the customers perspective and advocate for their experience
  • help us make design thinking and human centered tools part of our DNA
  • be a kind, open and hardworking colleague, that will bring good energy to our team
  • The role reports to the Head of Customer Experience in Romania.

    Responsibilities :

  • Create the setup and enable cross functional teams to understand the current reality of our customers, help connect facets, explore and test hypothesis, most likely with a high level of uncertainty and incorporating minimum impact in the technical platform;
  • initiatives involve both internal and external customers

  • Design and implement interactions that happen across the whole customer journey as part of a cross functional customer experience projects
  • Create communication regarding customer pain points, propose projects which can be used to improve the customer journey, services or products, translate user needs into innovation opportunities
  • Give visibility to customers by applying user centered & service design tools (journey maps, personas, user interviews, prototypes, JTBD or whatever tool required to drive customer experience & user experience design)
  • Perform and support teams to do user research to get insights
  • Collaborate with all functions either in projects or one-off activities on research, ideation sessions, design sprints, testing
  • Build empathy within the company and be an advocate for our customers and human centered methods
  • Requirements :

  • 3 years as customer experience practitioner and fluency in design thinking and human centered tools, especially journeys and personas
  • Experience with user interviews and other research tools that help us collect internal and external feedback
  • Empathy for the customer, both end user and colleagues
  • Big believer in customer experience, human centered approach
  • Flexible, might need to step up us project manager in some initiatives
  • Excellent communicator, capable to convince and inspire an audience
  • Ability to identify design opportunities and iteratively evaluate and refine concepts through user-centered research and synthesis
  • Experience with digital products
  • Capable to work in a fast paced, uncertain environment, where empowerment leads our decisions
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