Category: Development and implementation

Subcategory: User centred design

Customer experience - CEXP

Ensuring the delivery of high-quality interactions and experiences that meet customer expectations across all touchpoints and channels.

Levels:

Level 2:
Description: Assists in the creation of customer journey maps and identifies key touchpoints for improvement. Follows established procedures to document customer feedback and support the implementation of minor improvements.

Level 3:
Description: Analyses research to gather detailed insights into customer needs and preferences. Uses appropriate tools and methods for data collection. Participates in the design and optimisation of customer journeys. Collaborates with team members to implement customer experience improvements. Documents findings and supports the analysis process.

Level 4:
Description: Uses customer research findings to gain a comprehensive understanding of customer needs and expectations. Enables the creation of visual representations of customer journeys to enhance cross-functional collaboration. Designs and refines customer journeys, working with cross-functional teams to enhance touchpoints and interactions. Develops and implements designs to improve customer experience. Recommends and applies appropriate technologies and segmentation insights to enhance customer experiences. Monitors metrics and feedback to assess effectiveness and drive continuous improvement.

Level 5:
Description: Plans and oversees customer experience initiatives. Ensures alignment with business goals and customer expectations. Establishes frameworks for monitoring and measuring customer experience. Uses data-driven insights to guide improvements. Ensures customer experience designs leverage customer insights and emerging technologies for personalised experiences. Works with senior stakeholders to develop and implement customer experience strategies. Drives collaboration across teams to ensure a consistent experience.

Level 6:
Description: Champions customer experience at an organisational level. Leads strategic initiatives to enhance customer experience, including the evaluation and adoption of innovative technologies and approaches. Aligns efforts with business objectives and customer needs. Monitors industry trends and innovations in customer experience. Develops policies and standards to guide customer experience practices. Ensures adoption of good practices and continuous improvement within the organisation.