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E-Commerce UX & CX
Job Description
Design and enhance end-to-end digital customer journeys while supporting Customer Experience initiatives, including customer research, feedback analysis, and direct interaction with customers to improve overall digital performance and satisfaction.
1) UX Design
- Design user flows, journey maps, and wireframes.
- Identify pain points across the E2E digital journey.
- Collaborate with stakeholders to improve usability and conversion.
- Conduct usability testing and A/B testing.
2) UI Design
- Create responsive designs (Web & Mobile).
- Develop interactive prototypes.
- Ensure visual consistency and branding alignment.
- Optimize UI to reduce drop-offs and improve conversion.
3) CX & Customer Research
- Conduct customer interviews and research calls.
- Perform outbound calls to understand drop-offs and feedback.
- Analyze CSAT, NPS, and customer feedback trends.
- Identify root causes behind customer complaints.
- Translate customer insights into UX improvements.
- Support VoC (Voice of Customer) initiatives.
- Participate in usability testing sessions with real customers.
4) Digital Experience Optimization
- Monitor customer journey performance metrics.
- Work with analytics to identify improvement opportunities.
- Recommend enhancements based on behavioral and qualitative insights.
Skills
Strong communication skills (Arabic & English).
Ability to conduct structured customer interviews.
Analytical mindset.
Proficiency in Figma or similar design tools (for UX/UI roles). Ability to translate customer insights into actionable UX improvements.
Education
IT, Computer since, software engineering design research
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