User Experience Manager at Sabi

Job Purpose

• As our User Experience Manager, you will develop and lead our strategy and ensure alignment of technology, product, and operating practices with respect to the business.
• You will own the strategy for the User Experience and the ‘what next’.
• This is an exciting opportunity for an experienced User Experience Manager and service enthusiast to ensure we provide a seamless user experience.
• Your problem-solving skills, impeccable communication, and attention to detail are key skills expected in this role.
• As part of the operations team, your role will be key in the execution and delivery of our strategic goals.

Job Responsibilities

• Manage the implementation of our User Experience goals and expand on the future goals of the business
• Be the voice of the business, and safeguard the integrity of the approved UX, throughout the requirements and development phases
• Drive user retention, reduce churn, and increase user satisfaction
• Build and guide team in effective user issues resolution and handling of escalations
• Work with relevant stakeholders to map the user journey and identify opportunities to proactively intervene on the user’s behalf
• Recommend best approaches for implementation of user experience across business funnels
• Develop listening points in the user journey, define segmentation of user base and varying strategies, and identify opportunities for continuous improvement
• Together with the Development Teams develop and implement a scalable and flexible UI implementation and customization methodology
• Identify improvement areas plus prospective competitive advantage for advanced research as well as exploration.
• Identify and manage required budgets for user experience.
• Ensure to prioritize User-Centered Design projects, improvements, and content as per enterprise priorities as well as Experience Systems.
• Plan and execute all necessary usability and acceptance testing/research, and translate results into actionable items
• Drive the operational success and of the call center team
• Continually review and evolve the collection of processes that Sabi uses to track, oversee and organize every interaction between the user and Sabi throughout the lifecycle
• Be up to date with service experience and delivery innovations and trends that will ensure effective cost management and efficiency for the business

Requirements Special Skills And Qualifications

• Bachelor’s degree in business, Marketing, English or related experience within role- minimum of 4 years,
• Ability to work in a fast-paced and sometime unpredictable environment; works well under pressure and tight deadlines
• Ability to consistently apply good judgment and make good decisions
• Ability to solve complex problems and drive projects from concept to conclusion
• Leadership ability to help our team succeed around interaction, process and best practice
• Excellent organizational and leadership qualities
• Good Project management skills
• Ability to always maintain confidentiality and discretion
• Detail oriented, organized with proven ability to successfully multi-task
• Positive, tenacious attitude
• Exemplary communication skills
• Strong analytical skills

Candidate Specification

• Motivated by the mission of Sabi
• Pragmatic with quantitative and analytical ability and attention to detail
• Driven, independent thinker and leader who can juggle multiple projects simultaneously with fast-changing priorities
• High level of integrity and dependability with a strong sense of urgency.
• A focus on execution. Willing and able to get hands dirty.
• Flexibility to roll up your sleeves and attack problems and projects as they arise, where you will need to set out a clear structure, method and outcomes yourself .

Benefits

• Rapid Career Growth
• Annual Training Budget
• Robust Health Coverage, including
  • Optical Cover, and
  • Dental Cover
• Wellness Programs, including
  • Free Gym Cover
  • Free Spa Cover
• Competitive Pension Plan
• Opportunity to work in other global office.
• Life Cover
• Performance Bonus
• Paid Vacation Days
• Fully-funded Team Bonding Activities