Responsibilities: Lead implementation and performance of techniques, such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis, to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions. Produce multiple concepts and prototypes to design digital products/services. Deliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established systems. Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes. Ensure the application of brand guidelines and brand templates and inform the organization on the importance of brand alignment and positioning. Deliver small project workstreams, carrying out specified project activities within defined time and quality parameters and ensuring adherence to the prescribed project management methodology. Help others get the most out of data management systems by providing support and advice. Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate. Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Skills: Works without supervision and provides technical guidance when required on developing appropriate plans or performing necessary actions based on recommendations and requirements. Works independently and provides guidance and training to others on analyzing data trends for use in reports to help guide decision making. Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives. Works without supervision and provides technical guidance when required on interpreting and applying knowledge of laws, regulations and policies in area of expertise. Works without supervision and provides technical guidance when required on developing products using appropriate methods, tools, processes and software. Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on analyzing data from multiple sources to draw appropriate conclusions and make suitable recommendations. Works without supervision and provides technical guidance when required on maximizing a brand's impact and market value by managing and developing all aspects of the brand. Conducts research and analyzes data without supervision while providing technical guidance as needed in order to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments. Works without supervision and provides technical guidance when required on using research and analysis to develop a comprehensive understanding of market conditions in order to facilitate the success of a brand, product or service. Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.