CX Lead and Project Manager.Injaz – Client Experience andConduct – Retail and Treasury.Client Experience & ConductGroup

- Able to produce and exercise rigorous test procedures and recognize errors
- Ensure all journey designs are customer centric and respond to client feedback and needs
- Undertake and present user experience research to feed into the design to ensure the optimal user experience
- Understanding of the customer journey end-to-end
- Foster innovation and customer and audience focus to ensure the Department’s digital experiences are contemporary, innovative, and meeting customer needs
- Detect and track digital / processes defects and inconsistencies
- Provide timely solutions where gaps identified
- Foster customer and frontline feedback to enhance customer experience
- Analyze client’s data / information to enhance customer experience
- Responsible for running and delivering all projects under the umbrella of RBG CXCG
- Ensure that all projects are delivered on-time, within scope and within budget
- Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
- Develop a detailed project plan to monitor and track progress
- Establish and maintain relationships with third parties/vendors