User Experience Research Manager
EXUS, Spain
Job Description
EXUS is an enterprise software company, founded in 1989 with the vision to simplify risk management software. EXUS launched it's Financial Suite (EFS) in 2003 with the aim to support financial entities worldwide to improve their results. Today, our EXUS Financial Suite (EFS) is trusted by risk professionals in more than 32 countries worldwide (MENA, EU, SEA). We introduce simplicity and intelligence in their business processes through technology, improving their collections performance.
Our people constitute the source of inspiration that drives us forward and help us fulfill our purpose of being role models for a better world.
This is your chance to be part of a highly motivated, diverse, and multidisciplinary team, which embraces breakthrough thinking and technology to create software that serves people. We offer a creative, fun, and above all, inspiring working environment that fosters team spirit and promotes the greater good. We are positive and eager to learn and explore. We are committed to our vision.
Our shared Values:
- We are transparent and direct
- We are positive and fun, never cynical or sarcastic
- We are eager to learn and explore
- We put the greater good first
- We are frugal and we do not waste resources
- We are fanatically disciplined, we deliver on our promises
We are EXUS! Are you?
Our Product Department is looking for an enthusiastic and motivated User Experience Research Manager to join a rapidly-growing team in a company that revolutionizes the way that credit risk is managed.
Role's Responsibilities
- Develop and implement processes and tools to understand customers, both external (Business Customers and internal (Company Employees). For example, surveys, personas, journey maps/experience maps, Design Thinking sprints, automated tools etc.
- Research, gather and analyse Customer/Employee feedback and data. Identify relevant Customer/Employee profiles.
- Identify every touchpoint that a Customer/Employee has at every interaction they have with any part of their journey when doing business with / working for the company.
- Analyze every such touchpoint and the Customer/Employee experience associated with it and identify gaps with the desired/intended experience.
- Prioritize the most critical gaps. Development and own a roadmap to address root-causes and redesign journeys. Identify and propose actions/strategies to address the gaps.
- Partner with the relevant internal stakeholders to implement the actions and make the experiences better, easier, simpler, or even eliminate them.
- Share the insights and data from the customer understanding tools throughout the organization. Educate the rest of the organization about the Customer and the Customer Experience.
- Ensure that the customer and the impact on the customer is embedded in all decisions, designs and conversations
- Manage a team of 2 User Experience specialists.
Requirements
- Bachelor 's degree in Anthropology
- Solid experience in Customer Journey Mapping
- Experience in Design Thinking is very desirable
- Ability to communicate using user stories, whiteboarding, wireframes, and/or other similar methods
- Collaboration and project management skills
- Strong Empathy and listening skills
- Strong Customer serving mindset
- Capability to understand and profile customers and customer types
- Problem solving
- Excellent Communication Skills
Benefits
At EXUS we help our people to achieve excellent results by creating a work environment that encourages individual and team success.
- Fully remote work setup
- Competitive salary
- Inclusive work environment amp; Well-being Program
- A clear induction program amp; a mentoring buddy to help you
- Private health insurance allowance