User Experience Analyst

The User Experience (UX) Analyst has a strong interest and capabilities in the research and design of engaging and innovative user experiences. S/he excels at providing both highly analytical as well as highly creative ideas to a Customer Experience engagement and also has extensive experience in a fast-paced and innovative development environment.

Role Qualification:

Academic/Professional: BSc/Degree from a reputable Tertiary Institution in Design, Information Sciences, Psychology, Marketing or related discipline.

Work Experience:

• Relevant first degree in Marketing, Computer Science or any related course.
• Minimum 4 years’ work experience in conducting UX analysis for software, web applications which leverage emergent technologies, consumer electronics and/or mobile devices.

Key Responsibilities:

• Implements strategies to maximize user experience in the online space
• Identify and implement best practices for online non-banking financial services processes
• Design user flows and processes across the digital platforms for excellent user experience
• Work with Digital Automation team to identify operations / processes that can be better streamlined and enhanced using technology for online customers
• Work with Product Development team to create new products and modify existing products for online customers.
• Carry out quality assurance on customer information inputted online and ensure the correct data is captured
• Ensure development of appropriate products and service offerings to meet the needs of the consumers in the online and digital markets
• Work with the Digital Marketing with the aim of achieving relevant presence and content management within the Digital landscape to increase engagement and traffic to the Digital platforms
• Perform routine reviews and monitor the performance of all digital platform to ensure optimization of customer experience
• Manage Telesales team to promote positive customer relations via e-mail, phone or an instant messaging program (LiveChat)
• Handle customers’ complaints and resolution of issues related to online experience
• Ensure prompt processing and delivery of policy documents within the company’s turnaround time
• Responsible for data analytics to better understand customer needs
• Carry out regular market and customer research to identify relevant trends in the financial services and related industries
• Carry out UATs on the development, launch and maintenance of digital platforms and products

Required Skills and Competencies

• A clear understanding of the importance of user-centred design.
• Ability to work with clients to understand detailed requirements and design complete user experiences that meet client needs and vision.
• A fair understanding of user-centred design and testing methodologies, subsystems, and usability and accessibility concerns.
• The willingness to keep up to date with new techniques in a rapidly changing profession.
• A keen visual awareness
• An interest in analytical problem solving
• An aptitude for using a logical, step-by-step approach to ensure designs are user friendly and simple for end users
• An open, flexible and adaptable mind-set to cope with a rapidly changing set of tasks in an area of emerging, new technologies
• Effective communication skills to liaise with team members and clients to ensure that high quality end-user designs meet customer requirements
• Excellent written communication skills coupled with an eye for detail
• Design and spatial skills to gauge the usability of the website or applications
• The ability to relate well to other professionals and work in a specialist team