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User Experience Analyst

Posted 1 year ago

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

Job Features

Job CategoryFull-time

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