BT
Role
Customer Experience Designer
User Experience Researcher
Expertise
Customer Journey Development
Workshop Facilitation
Ethnography Research
User Persona
Usability Testing
Behavioural insight
Data Analytics
CUSTOMER EXPERIENCE DEVELOPMENT AND USER RESEARCH
BRITISH TELECOM
Currently I am a Customer Experience Designer and User Experience Researcher for BT Enterprise.
Responsibilities
Driving business success by using Human Centered Design and Design Thinking. Lead customer experience development and user research to increase business growth.
Key Achievements
Customer Experience
1.Led Northstar vision customer journey development across BT Enterprise. The customer journeys have been used for CX roadmap across business units.
2.Led Design thinking workshop facilitation in online and offline. (Product development, CX development, Internal process alignment)
3.Created online library for Customer Experience Design and User Research templates
Workshop templates Research templates
User Research
1.Saved over six digit investment in web/app feature development and digital infrastructure by providing undiscovered Small Medium Enterprise customer insight to leadership.
2.Develop SME Persona. The persona has been used across BT Enterprise
3.Research lead in SME transformation squad - conducting research and providing insights for internal process development and customer service improvement
Customer Interview Research and recommendation