Do you dare to be a protagonist and do things differently? If you want to make a real impact on people while reinventing the financial industry, Bci is for you. Design end-to-end customer experiences, maintaining consistency across physical and digital touchpoints. To achieve this objective, it is responsible for: – Align with the business and team objectives in its different verticals (Products, Channels, Process and Operations, among others). – Conduct qualitative or quantitative research aimed at understanding customer needs. In addition, analyze behaviors and perceptions regarding the use of different products and/or channels (physical and digital). – Conduct national or international market benchmarks to discover new attentional models and discover features or products that support the stated objectives. – Design journey AS IS and TO BE. – From a conceptual perspective, understand the macromoments and structure of a Blueprint. Additionally, he is in charge of the ideation of co-creation sessions, workshops, and workshops with clients and stakeholders. He works on adoption strategies for design solutions, including monitoring them to understand the impact of what has been designed and detect early opportunities for improvement in refinements, based on key business indicators and metrics focused on our clients’ experience.
In this role you will have the opportunity to:
– Understand through different investigative instances: customer behavior, needs and pains, to design a trip that considers the ideal or to-be experience.
– Understand from a conceptual perspective the methodology of prototyping testing in physical channels or usability testing to test the designed proposals.
– Ensure consistency in the customer experience by taking into consideration the touchpoints with which they interact, as well as Bci’s voice, tone and style.
– Investigate the needs and behaviors of the users involved in the project, as well as the business, industry context and evolution of the products already available for clients, whether nationally or internationally. – Facilitate activities, workshops or work sessions for both clients and work teams. – Propose service design solutions focused on the main needs of the client and considering the points of contact with which they interact. – Constantly monitor the experience and business indicators that were committed before the designs.
To be successful in this position you need to:
– Professional degree in a field such as Design, Sociology or a related field.
– At least 1 year of experience in research areas.
– At least 1 year of experience in flow, process or customer journey design.
– Experience and handling of at least an intermediate level in Qualitative Research and Quantitative Research.
– Experience carrying out and coordinating ideation processes with different stakeholders to find opportunities for improvements in the customer experience.
– Knowledge and handling of Blueprint Design (at least at a conceptual level).
– Knowledge and handling of descriptive data analysis at least at an intermediate level.
– Knowledge and management of Benchmark, empathy maps and stakeholder maps.
It’s even better if you have:
Experience working with agile teams, or at least familiar with the agile methodology.
