You will be required to analyse gaps within existing services and identify root causes, using design research techniques. As well as identify opportunities for improvement in various customer experiences / services /digital platforms that BMW SA provides. And in doing so, facilitate sessions with multi-disciplinary areas of the business including retailers to understand and solve problems.

You will be expected to identify and design new services and experiences across NCS, SF and the retailer network. You will be required to plan & conduct user research, analyse competitors CX, deep dive qualitative feedback and present findings internally. Furthermore, analyse behavioural analytics to propose improvements on digital platforms. The incumbent will also be responsible for creating designs & prototypes (Figma, Sketch, Adobe XD) and conduct usability testing & user research.

You will ensure overall compliance to ICS (Internal Control Systems).

You will be responsible for UX / Service Design in the Connected Customer Team and will strive to improve BMW SA’s customer experience. Amongst other responsibilities, the role will work on a range of projects including but not limited to; Digital Sales, Customer Digital Accounts & Dashboards, In-store Customer experience as well as Customer Communication Strategy.

Education and competencies

• Have a Bachelor’s degree in Digital Marketing and/or Design related field.
• A minimum of 2 to 3 years’ experience in a similar role (preferably within premium e-commerce)
• Have Customer journey mapping experience.
• Be an expert in using human-centred design methodology and design thinking tool.
• Have the ability to explain design decisions and impact thereof.
• Design and lead workshops.
• Collaborate on designs with developers / technical teams.
• Strong communication skills and be confident in presenting design related decisions
• Experience with using and interpreting Adobe Analytics / Content Square or similar analytics tools is advantageous.
• Familiar with Agile Working Model for leading projects.