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Customer Experience Lead Transformation - Boots UK
Boots

Full Time
Nottingham


The CX/UX Lead is responsible for leading holistic service design activities within a designated strategic development area or value stream. You will champion a design thinking methodology guiding our transformation project teams through the process of capturing, analysing, and visualising customer insights concepts design, ideation, prototyping, evaluation and iteration. Solutions generated out of these processes will be truly omni-channel, living in both physical and digital spaces and result in tangible products and services being launched which surprise and delight our customers. Responsibility: A key responsibility is facilitating ideation workshops with cross-functional internal teams, as well as outside design/development partners. This individual must be adept at working with colleagues from research, design, and technology as well as business SMEs and executives. A natural collaborator and consensus builder, comfortable both in the field and in the boardroom. Use a diverse set of methods and tools to illustrate all the components and touchpoints of the service, and co-produce deliverables such as qualitative research reports, customer and employee journey maps, process flows, and prototypes. This leader also helps define service design best practices for Boots UK working in close partnership with Walgreens as we evolve and grow our UK capability Leads holistic service design activities within a designated strategic development area or value stream, e.g., Livewell/Store of the Future Communicates, evangelizes, and demonstrates a design thinking methodology Co-produces deliverables such as qualitative research reports, customer and employee journey maps, process flows, and prototypes Seeks out, aggregates, and sometimes conducts qualitative customer and employee research/insights Experience: Experience in leading/mentoring user experience, product, or service designers Experience conducting qualitative user research Experience participating in and defining, user experience processes including identifying best practices Experience interacting with creative teams, business owners and technical teams Familiarity with engineering / development processes, particularly Agile (desirable but not essential) Likely degree educated with specific Customer or User Design certification or post-grad qualifications (Desirable) No direct reports, will operate on a matrix basis across the Transformation teams as and where required.
 
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