Experience Strategy Manager

About the job

At Majid Al Futtaim Digital, we are obsessed with building intuitive, engaging and truly transformative digital experiences that create great moments for our customers, every day.

As an Experience Strategist, you’ll play a pivotal role in bringing this vision to life.

As a part of the Strategy team, reporting into the Experience Strategy Director in this role you will be responsible for leading creative consulting engagements across multiple businesses at Majid Al Futtaim.

You will be at intersection of business, customer & technology shaping the product strategy, future vision and roadmap that will build successful digital products.

Ultimately you are responsible for ensuring that our digital products not only have a consistent experience across Majid Al Futtaim group but are also highly engaging and create a truly magical experience for our users, staying true to our Customer Experience Manifesto.

• You will play a central role shaping the product experience by discovering and synthesizing user research findings, developing and leading visioning sessions with business stakeholders, and defining customer journeys, service models, and interdependent experience components.
• Collaborate alongside Senior Product Owners and Business stakeholders to define business opportunities and translate insights into consumer-facing experiences.
• Use design thinking methodology & strategy frameworks to lead compelling action-oriented workshops

–         Engages business stakeholders to understand, test and refine new ways of working with the goal of achieving desire customer experiences across the entire user journey.

You will also be responsible for leading “all things experience” and partner with product designers to outline the intended users, their needs, and the desired experience, and the connection to the brand.

• Lead all aspects of design research sprint, from initial qualitative and quantitative research and testing, customer journeys, and user testing. You are responsible for synthesizing actionable insights to ensure product teams build the right features
• Has an experience with user research skill set: discovery and exploratory research, usability testing, online surveys, customer interviews, contextual inquiry, mystery shopping etc

–         Analyse failure or pain points within services and experiences and identify root causes for that failure.

• Empowers the design team to leverage data and understand design implications and opportunities.
• Combines oversight with hands-on work that consists deliverables which clearly and persuasively communicate the product UX strategy, findings, and reasoning behind it. These include research plans, research findings, personas, and journey maps.
• Ultimately you are responsible for ensuring that our designers design through a customer lens and create a truly magical Customer Experience for our Customers, staying true to our Customer Experience Manifesto

Additionally, the role holder will have responsibility to:

• Contribute positively to the CX culture within Majid Al Futtaim
• Form strong relationships with your peers within the MAF Digital and broader business units

SKILLSETS

• You have an expertise in the design thinking methodologies, well versed in rapid prototyping and iterative processes. You can demonstrate a portfolio of work with detailed examples how your research work has improved CX
• Ability to clearly articulate strategy, and the thinking behind it, to stakeholders and project teams.
• A flexible thinker with good instincts and high empathy as it relates to human emotion and behavior.
• You are an experienced Experience Strategist / Creative with a proven track record of developing product experiences that have succeeded in the marketplace.
• You have a deep understanding of digital product lifecycle; are comfortable working with designers, technical & business teams; and have a deep knowledge of an array of research methodologies
• Experience in customer journey mapping, measurement, process improvement and strategy

·        You know how a product should look, feel and work, and understand what users need and want in the digital space and in real life.

• Deep knowledge in conducting qualitative research and a solid experience with formulating, conducting, leveraging, and reporting on qualitative user research
• Excellent at storytelling, writing and presentation skills.
• Excellent leadership, time management and relationship management skills.
• Strong ability to generate and communicate compelling & actionable insights, both verbally and visually
• Ability to structure ambiguous problems and define tasks needed to bring clarity
• Ability to delegate, prioritize and manage a considerable workload
• Are an advocate for best-in-class, but still pragmatic as needed based on priorities and timeline, and ensuring the team also operates in similar cadence
• Voice of our customers in product development, have empathy for them and are intensely customer focused. You bring the narrative of customer needs to an interdisciplinary team
• You value collaboration and are your best when part of a team.
• Curious with a bias toward action and thrive in a fast-paced organization.

MINIMUM EXPERIENCE

5+ years in a similar role with creative agencies or consultancy groups

Minimum Qualifications/education

Bachelor’s / Masters degree in relevant field or equivalent professional experience