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UX Usability Manager

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Job Summary

  • Dublin
  • Contract
  • JN -052024-1961233
  • 4 days ago
  • Competitive
Job Description

User Experience Manager/Designer

Role hours: Part-time.

About The Role:

An organisation is consolidating the contact centres of all its Transport operators. The User Experience manager/designer will be responsible to map the journey of the customers on digital and non-digital channels to make it more personalized and help customers connect better by evolving how customers navigate their journey.

The User Experience manager/designer will use their expertise to review documentation sent to the organisation from the vendor relating to the user journeys through the Consolidated Contact Centre (CCC). This will include detailed discussions with the vendor on understanding their logic, agreeing with same but also discussing any concerns the company may have with vendor process etc.

The User Experience manager/designer's role will be to oversee the processes and the workforce involved in creating and designing web-based platforms, ensuring all aspects are user-friendly and easy to navigate. Moreover, most of the user experience manager's responsibilities will revolve around crafting strategies and systems, coordinating all personnel involved in web development, recommending guidelines and improvements to make platforms more user-friendly, and producing progress reports.

Qualifications


  • Hold a minimum of a NFQ Level 7 qualification in a relevant discipline, being Human-Computer Interaction (HCI), Product Design, Graphic Design, Web Design, Psychology

  • Experience:


  • Understanding of Contact Centre Operations:

  • User Experience manager/designer will be creating a seamless user journey for customers on the below channels. Hence understanding of the contact centre channels and their working will come handy.

    • Online - social media, emails, webforms, Websites And FAQs
    • Telephone - IVR, phone calls


  • Transition experience of moving to a digital platform for serving customers. User Experience manager/designer shall facilitate the transition of the user journey of NTA customers to a digital format. Hence transition and contact centre experience shall come handy.
  • Have at least five years' as a UX Designer.
  • Have formal training in UX Design Research and Testing techniques.
  • Have extensive experience in a design studio or a design consulting firm.
  • Expert knowledge and practical project experience of UX Research, Design and Test Methodologies.
  • Experience of complex digital interface design.
  • Expert knowledge and experience of using design tools (such as Figma, Adobe Creative Cloud product suite, Sketch and Invision).
  • Creative thinking, paired with strong analytical ability.
  • Understanding of Customer Experience best practices.
  • Understanding of customer lifecycle stages.
  • Experienced in creating customer journey maps.

  • Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

    BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

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