UX Designer 6703-18

at  Foilcon

GENERAL SKILLS:

• Proficiency with design and prototyping tools, leading sprints, scrums,
• Experience in working in a project management environment with understanding deliverables, timelines and dependencies
• Experience as a UX designer, interactive designer, or similar role, designing for contact centre, chat, web and mobile applications
• Experience in designing public contact centre programs with emphasis in the emotional aspects of human experience - understanding of the limitations and appropriate use of technologies
• Experience planning and conducting user research, interviews and surveys, and translating them into sitemaps, user flows, user journey maps, wireframes, mock-ups and prototypes that lead to intuitive user experiences
• Experience designing the overall functionality of the product, and in order to ensure a great user experience, iterate upon it in accordance with user-testing
• Relevant experience creating GUI designs based on user interaction and performance
• Experience facilitating the product vision by leading workshops researching, planning, sketching, prototyping and user-testing experiences for digital products and optimized for a wide range of interfaces
• Experience identifying design problems and devising best practice experience
• Experience making strategic design and user-experience decisions related to core, and new, functions and features
• A team player with a track record for leadership and communication, meeting deadlines, managing competing priorities and client relationship management experience

DESIRABLE SKILLS:

• Content management design and principles for chat and contact centres
• Knowledge of network architecture, security and network protocols
  Skills
  Experience and Skill Set Requirements

COMMUNICATION SKILLS: 20%

• Able to generate ideas and share details for understanding and action for different audiences – leaders, working group, partners and users
• Able to communicate effectively, both verbally and written, with stakeholders including clients, developers, team members, and leaders and other stakeholders
• Able to present and facilitate, rationalize ideas, and build consensus
• Prepares and presents reports, recommendations and briefing materials, discuss/address issues and priorities.

RESPONSIBILITIES:

• Lead mapping the solution across the digital ecosystem including multiple delivery touchpoints, such as web, chat, call centres and correspondence from the view of the public and internally using: research, surveys, journey maps, personas, user stories, epics, and service blueprints.
• Plan and conduct user research, interviews and surveys, for both public and internal including people with accessibility and inclusion considerations, and translating them into sitemaps, user flows, wireframes, mock-ups and prototypes.
• Identify processes, design elements, and gaps in the desired user experience/scenarios between the overall functionality of the product and business processes in order to ensure a great user experience.
• Create templated processes for rapid business implementation - Confirm the key elements of the minimum viable product to be built during beta, and support next steps for scalable growth for multiple program areas.
• Support the design of user interfaces for internal use by the program areas for agents and chat updates and training for various projects such as other creative materials as required.
• Further develop guidance and information for accessibility and inclusion for Chat, including the experience and content for testing using the OPS guidelines and current information gathered for
• Work in collaboration with the technology/product development team
• Take a user-centered design approach and rapidly test and iterate the designs.
• Support performance measurement planning and with an outline across the user journey.