Tasks:
- Organises and develops HCD Centre of Excellence unit, for all internal/external HCD/UX professionals
- Maintain and develop HCD playbook and cookbook providing guidelines for all teams engaged in customer-centric design and code
- Provide customer-related KPIs framework
- Supports the functional teams across all Agile and Non-Agile business units (Tribes and BAU) through
- Providing various UX roles such as UX/UI Designer, Product Designer, UX Architects, Service Designer, UX Researcher and UX Copywriter
- Providing recruiting, onboarding and training of internal and external employees, as well as Design agencies
- Providing business units to scale through centralized capabilities around design, research and CRO (conversion rate optimization)
- Maintain, develop and scale company-wide Design & Code System “Solar”, provide solution to harmonize all front-ends and utilize DevOps tools for the automated deployment of changes to the graphical components on all Sunrise frontends with the support of headless CMS solution
- Maintain, develop and scale company-wide centralized UX Research repository
- Provide usability testing interview guidelines, journey mapping templates and other materials across all Agile phases (Analysis, Envision, Validate)
- Be a SPOC for all external HCD/UX suppliers
- Supports the Agile Transformation through Capability Building activities across the company (HCD and Non-HCD roles)
- Lead cross-departmental, company-wide digital and CC projects and/or programmes, such as rebranding or CC transformation
- Build and provide learning programmes on CC/ HCD
Requirements:
- Master’s degree in Computer Science, Human-Computer Interaction, Media Science, Fine Arts, Psychology
- Proven global thought leadership/ key-note speaker/ international awards winner in the area of: next gen digitally driven Customer Centricity, Human Centered and Service Design, Digital Marketing, CX/UX next gen developments
- Minimum 7 years of mentoring and coaching for the above expertise areas
- Minimum of 10 years of leading UX/ Design/ Customer Success teams and customer advisory on UX/ Design/ Customer Success
- Minimum 5 years of leading teams and serving corporate customers in Marketing/ Digital Agency
- Minimum 3 years of code and content development experiences
- Minimum 2 years of working experiences in large corporate organizations leading customer centric efforts from within (not in advisory role)
- Strong skills in managing ambiguity
- Proven senior leadership, working with ExCom levels with proven track record of successful corporate programme delivery
- Proven ability to drive and impact organization at large outside own reporting line structures
- Chief Storyteller, able to win hearts and minds of the audience
- Agile mindset and proven experiences in working with agile teams
- Fluency in English is a must