Job Purpose:
Ensure that the information architecture, user interface, content, and overall experience designed for the IPB website and other relevant channels meets customer experience requirements, promotes high usability, maintains brand consistency, drives sales and supports business goals.
Job Background/Context:
The Customer Experience Design team is part of the E-business function in Marketing. The E-business team is posed to be a key driver for UK Consumer and IPB, and the Customer Experience Design team will assist in optimising digital channels.
Relationships:
The individual will be expected to deal with:
Internal agency (graphic designers and copywriters)
Wider Content and Architecture team (Usability team and Web Producers)
Wider E-business and Marketing team.
IPB Product, Marketing, and Technology functions.
IPB Legal, Compliance, and Audit functions
Job Responsibilities:
To understand IPB business goals and customer objectives and define online customer experience strategies, instigating usability testing as and when appropriate.
To ensure projects and initiatives undertaken by Customer Experience Design are completed on time, meet customer needs and maintain consistency in design and brand identity.
To create and deliver presentations of ideas and solutions to different areas of the business, including senior management.
To create innovative customer experiences, incorporating emerging technology when appropriate.
To manage the design phase of projects, defining site architecture and navigation, wireframes, user flows and user journeys. This will also involve producing UI mock-ups when working within established creative style guidelines.
To liaise with graphic designers and copywriters to produce design definition specifications for delivering customer experience solutions, ensuring that copy and content meets requirements and is signed off by agreed parties.
To work with project teams to ensure that the outcomes of projects are in line with business, customer and design requirements and are delivered within timescales.
To establish and maintain relationships across relevant areas of the business and technology and to promote the benefits of User Centred Design to IPB stakeholders.
Ensure all Citi RCSA and self assessment requirements are met
Skills
Required Knowledge:
Extensive experience in defining online customer experiences for a wide variety of projects/clients/industrial sectors on multiple digital channels.
In-depth knowledge of accessibility and usability guidelines.
Experience of capturing customer experience requirements and design drivers
Strong knowledge of user centered design methodology.
Strong knowledge of best design practices across new media channels.
A good understanding of current and emerging web/client-side technologies.
A broad knowledge base including an understanding of IPB business priorities, IT infrastructure, content management systems, customer behavior and interaction requirements
Required Skills:
Strong verbal, written and presentation skills
Skilled in use of design tools – Visio / Fireworks etc
General project management skills
Strong organisational skills and ability to simultaneously manage multiple projects
Ability to work to tight deadlines in a project environment.
Required Qualifications:
Degree in Human Computer Interaction (HCI) or similar preferable
Successful candidates will usually have a degree or three years relevant experience (or equivalent). However, exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and type of experience
Required Competencies:
Innovation and Creativity (Expert)
Influencing and persuasiveness (Expert)
Building relationships (Proficient)
Decision making and judgment (Proficient)
Planning and organization (Proficient)
UK
