Senior UX/CX Designer

BlackStone eIT, a renowned computer software company, is seeking a talented and experienced Senior UX/CX Designer to join our team. In this role, you will be responsible for creating exceptional user experiences and customer journeys that align with our clients' goals and objectives.

As a Senior UX/CX Designer, you will work closely with cross-functional teams, including product managers, developers, and stakeholders, to understand user needs and business requirements. You will conduct user research, create user personas, develop customer journey maps, and design wireframes and prototypes to ensure a seamless and intuitive user experience.

Responsibilities:

• Conduct daily operations ensuring that work processes are optimally delivered adopting a continuous improvement mindset.
• Provide management information and insights on all dimensions of work area performance to facilitate discussion and decision-making, both on a periodic basis and for ad-hoc management requests.
• Deliver assigned customer experience projects to design and enhance the user experience of the services and products through their customer interface, coordinating on requests from the stakeholders.
• Deliver research roadmaps through the customer experience lab, implementing all research and analysis techniques and tools.
• Conduct customer research activities, customer profiling, and the identification of customer segments’ needs and expectations, collecting customer feedback from various sources – workshops, customer satisfaction surveys, online comments, social media etc. and translating this data into actionable outcomes.
• Identify upcoming trends and technologies with a promising impact on customer solutions in terms of new services, service enhancement and customer experience enhancement.
• Support the establishment and categorization of a pipeline/portfolio of technologies through various criteria like their applicability, maturity, value and ease of implementation, drafting high-level business cases for and conducting proof-of-concept activities related to these promising technologies and services.
• Coordinate with the stakeholders across the product development lifecycle – from early concept and prototyping to post-implementation review - to ensure the delivery of customer-focused and high-quality solutions and smart services.
• Design solutions that ensure an optimized customer experience by translating gathered research, best practice and customer engagement insights into user-centered designs and workflows consistently aligned to the branding guidelines.
• Understand both business objectives and the technical domain to bring to life user experience strategies throughout the design of user interface platforms/ecosystems.
• Define key user interface behaviors using experience models, personas, storyboards, site maps, flow diagrams, wireframes, mockups, simulations etc.
• Ensure customer experience research and insights are broadly (but appropriately) shared within the Organization through support, training, and guidance to the departments in understanding, clarifying, cascading, and aligning their own customer experience practices, strategies, and initiatives and maintain databases as needed to integrate new data as it becomes available.
• Organize and supervise the activities of team members in a manner that supports self-management and continuous improvement.
• Provide coaching, and formal, and informal feedback to team members to support their continuous development. 
• Keep abreast of relevant professional/industry developments, new techniques and current topics through continued education and professional networks.
• Define performance goals at the start of the year in discussion with the reporting manager and ensure that the goals are monitored and achieved during the year.
• Take ownership of his/her own learning agenda by identifying development needs and addressing these gaps with an individual development plan, detailing the appropriate actions to be taken, in consultation with the reporting manager.
• Strive to achieve the highest levels of proficiency in all the competencies and skills required to perform the role.
• Implement and monitor approved Department policies, procedures, and controls so that all relevant procedural/legislative requirements are fulfilled while delivering quality, cost-effective services.
• Optimization of policies, processes, and procedures emphasizing digitization and paperless strategies
• Ensure compliance with all relevant information security practices and standards to ensure data integrity and confidentiality.
• Provide technical expertise to support the vendor procurement and contract management processes and manage relationships with third-party suppliers to ensure the smooth delivery of all outsourced research and design services.
• Comply with all relevant information security practices and standards to ensure data integrity and confidentiality.
• Ensure the adoption of all Information Security controls and requirements in the developed or acquired solutions within HHRC IT.
• Adhering to the Information Security Policies & procedures of HHRC.
• Maintaining standards compliance.