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Customer Journey Design Expert

Bonifacio Global City, Taguig City, Metro Manila, Philippines

Job Type

Workspace

Industry

Full Time

Full onsite

Telecommunications

Responsibilities

•Lead the digital user experience design for campaigns and features of the client’s app, online store, and other digital channels, covering the different phases of customer interaction (i.e., discovery to aftersales). 


•Elicit, manage and document stakeholder requirements. Help the stakeholders define the problem/pain point to articulate the scope. Define the MVP and project phasing.


•Design amazing and efficient customer journeys that are technically feasible to maximize business opportunity. 


•Ensure customer journey designs are supported with related processes with proper documentations. Identify process steps, owners and point person(s), ensuring clear alignment with cross-functional teams.


•Conduct customer journey validation, design thinking workshop, when applicable. 


•Identify potential improvement based on regular UX audit, social and VOC listening, NPS/CSAT results, and other sources of campaign and function performance. 


Requirements

  • A graduate of bachelor’s degree in Information Systems, Business Management, or equivalent.

  • With excellent communication and presentation skills in English (written and verbal).

  • Able to manage multiple projects according to priority.

  • Able to make decisions and solve problems using sound judgment and logical reasoning.

  • Proficient with MS Office and UI prototyping tools (e.g., Overflow, Visio, Miro).

  • Preferably with product management background in fintech, e-commerce, or telco industry.

About the Role

As Customer Journey Design Expert, you will lead the development of effective, innovative, and enjoyable digital experience designs for the users of the client’s applications, online store, and other digital channels.

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