Job Description

We are seeking an experienced CX Expert (Customer Experience Expert) to lead the design, evaluation, and continuous improvement of the user experience across the Open Data Portal, Developer Portal, and related digital services.

The successful candidate will be responsible for ensuring that all platform components deliver intuitive, accessible, and user-centric experiences that maximize user adoption, engagement, and satisfaction. The role requires expertise in user experience (UX) design, human-centered design methodologies, usability evaluation, accessibility standards, service design, and digital product optimization in accordance with SOW 4.1–4.8

The ideal candidate will collaborate closely with business stakeholders, product owners, developers, UX/UI designers, and platform users to create seamless digital experiences that align with user needs and organizational objectives.

Key Responsibilities

Customer Experience Strategy

• Define and drive the customer experience strategy across all digital platform components.
• Ensure user-centric design principles are embedded throughout the product lifecycle.
• Develop user experience frameworks, standards, and guidelines.
• Promote a culture of customer-centricity across project teams and stakeholders.
• Identify opportunities to improve user satisfaction, adoption, and engagement.

User Experience Design

• Design and evaluate user journeys across the Open Data Portal, Developer Portal, and platform services.
• Create user flows, journey maps, wireframes, mockups, and experience blueprints.
• Ensure consistency of user experience across all platform modules and touchpoints.
• Collaborate with UI designers and developers to ensure effective implementation of UX requirements.
• Support the creation of intuitive navigation structures and information architectures.

Usability & Accessibility

• Conduct usability assessments and user experience evaluations.
• Ensure compliance with recognized accessibility standards and best practices.
• Identify usability challenges and recommend improvements.
• Validate designs through user testing and feedback sessions.
• Ensure platform accessibility for diverse user groups and audiences.

User Research & Service Design

• Conduct user research, interviews, surveys, focus groups, and stakeholder workshops.
• Analyze user behavior, expectations, and pain points to inform design decisions.
• Develop personas, empathy maps, and customer journey analyses.
• Translate user insights into actionable design recommendations.
• Support service design initiatives to improve overall customer interactions with the platform.

Digital Adoption & Engagement

• Develop strategies to improve platform adoption, user satisfaction, and engagement.
• Measure and assess user experience performance using qualitative and quantitative methodologies.
• Monitor user feedback and recommend enhancements to improve service delivery.
• Support change management and user onboarding initiatives.
• Promote continuous improvement of digital services based on user insights.

Project Delivery (SOW 4.1 – 4.8)

• Collaborate with Product Owners, Business Analysts, Solution Architects, and Development Teams.
• Participate in requirements gathering, design reviews, testing, and deployment activities.
• Ensure UX and accessibility requirements are incorporated into system design and implementation.
• Support user acceptance testing (UAT) and validation of customer experience requirements.
• Contribute to project reporting, documentation, and knowledge transfer activities.

Basic Qualification

• Bachelor's Degree in Human-Computer Interaction (HCI), Design, Computer Science, Information Systems, User Experience Design, or a related discipline