Service Design Expert

Islamabad, Pakistan
JAZZ – Customer Experience Management
Full-time
Grade: L2

Application Deadline: 5th Dec 2019

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our Team & You 
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 58+ million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy. 
 
What the first 30-60-90 days in the job will look like?
-Within 30 days you will
Attend and graduate from our company-wide on boarding process along with a detailed orientation program where you will learn about Jazz’s core values, business, and products
Meet the relevant stakeholders concerning your team
Develop understanding of your division, function, its structure, and your role within the microcosm.
Develop understanding of the customer touchpoints & experience
 
-Within 60 days, you will: 
Establish good relationship with relevant stakeholders of the team internal & external.
Analyze existing business trends to look for possible opportunity areas
Map customer existing journeys with internal and external customers
Start applying service design principles to exploratory initiatives within the organization
Put together a framework for Service Design projects

-Within 90 days to onwards you will: 
Design an organization wide program for service design capability development
Organize design workshops with the support of L&D team
Conduct sessions with stakeholders on key products/services to generate hypothesis
Do customer and market research to evaluate hypothesis and analyze customer needs
Formulate insights & build customer Personas
Conduct ideation sessions supported by story boards and wireframes
Re-design Customer journeys to create wow experiences
Apply rapid prototyping techniques to gather quick feedback on designs
Follow up on developments that have come out as an outcome of the HCD techniques.

A Bit About You:
We are looking for someone who is passionate about Service design and loves solving complex problems by creating a balance between desirability, viability and feasibility You should have excellent ability to look beyond the obvious, get to the What and Why (clear problem definition) from a customer’s perspective before jumping to designing solutions. Empathy, high emotional quotient, keen sense of observation and ability to process variety of points of views and possibilities, are qualities that you must have. 
 You should be familiar with all Service design tools & techniques and should be extremely comfortable conducting customer and market research in both Urban and Rural areas across the country.
 
A Bit About Us:
At Jazz, we are rapidly scaling our ability to live our value of being Customer Obsessed. We are focusing on building effortless, intuitive and reliable experience for our customers at the conception/design stage of products and services, by anticipating our customer needs and possible pain points. 
 
The structure of the team you will join is: ·      
A  member team (including the department head) with  sub teams
You will be part of a  member sub-team reporting to a manager

The main priorities of the team as a whole are: 
Develop and build the customer experience design portfolio
Align focus of multiple stakeholders & the team toward a unified end-to-end experience for the customer, bringing together strategy and execution
Build enabling processes to deliver the desired customer experiences consistently and reliably

With which other stakeholders the successful candidate will work with functional/regional/ within the team. What would be the result of those interactions if we assume 100% collaboration? 
Ability to build strong relationships with External Teams,especially academics/startups working in the area of experience design
Ability to Crowdsource ideas and solutions  
Ability to build strong relationships with Internal Teams: 
 
The three (03) must have past experiences the best candidate should have.
Bachelor’s degree in industrial design or relevant domain – Having an international exposure is an added plus
Customer Experience Journey
Design thinking
 
Must have technologies the candidate should have
Adobe Photoshop
Adobe Illustrator
User-centered design (UCD), user research, user testing, A/B testing, rapid prototyping, usability and accessibility
 
Essential skills must have:  
Stakeholder Management
Customer Centric
Analytical & Presentation Skills
Working at the VEON GROUP demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful.  Being truthful requires us to act ethically, honestly, and with integrity. 
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