Job Summary:

Design end-to-end customer journeys and experiences across every touchpoint – physical (swap stations), digital, and human – ensuring the experience is intentional, as the business scales.

Key Responsibilities:

1. Map and Design Customer Journeys across the lifecycle

• Collaboratively capture the as-is journeys across acquisition, onboarding, swap/service usage, support, retention.
• Design and curate journeys that match customer expectations and business value.
• Identify friction points and design solutions in partnership with teams in Service Excellence, Operations and Product.

1. Ownership of Customer Journey Mapping Tools

• Own the design of customer-facing processes, scripts, and self-service experiences across channels.
• Lead human-centred design initiatives, using VOC & Insights data to inform design decisions.
• Prototype and test new experience concepts before wider rollout across countries.

1. Partner with CX Operations, Product and Tech Teams

• Collaboratively run workshops with varied teams, for awareness, knowledge, capability development and buy-in.
• Ensure design consistency and localisation balance across the country footprint.
• Manage the execution in a project-based trajectory, with timely updates: in business case development, any piloting and testing requirements.
• Co-creation with Product/Tech on App, IVR, and digital touchpoint design where CX is impacted.

1. Change Management, Capability Building & Metrics

• Liason and change agent partnership with CX Digital & AI lead, together with country teams, on the adoption journey for new ways of work and customer journey creation.
• Ensure adoption improves both customer experience and cost-to-serve, with clear success metrics tied to the Analytics KPI framework.

Qualifications:

• Bachelor’s degree in Technology, Mathematics, Sciences, or a related field.
• 5+ years of experience in CX/Service Design, Journey Design, or UX-adjacent roles.
• Experience with journey mapping, service blueprinting, and design-thinking methodologies.
• Certification in Project Management, Service Design, UI-UX Design; is an added advantage.
• Fluency in English and French (written and spoken) is required.

Skills:

• Strong cross-functional collaboration skills, particularly with Product and Operations.
• Demonstrable portfolio of end-to-end experience redesign work, ideally in a multi-market or field-operations context.
• Comfortable translating technical capability into business impact and communicating it to non-technical stakeholders.
• Change management experience, ideally in a fast-scaling or emerging-markets operational environment.