HCLTech
Location
Chennai | India
Job description
Job Description (Posting).
Behavior Change Specialist The Behavior Change Specialist role will execute and deliver product adoption campaigns with a strong focus on user experience and business impact across HCL s Digital Workplace products and solutions. This individual will be a passionate advocate for the end-user with deep empathy for their everyday struggles and challenges. They must be able to translate complex problems into solutions and be able to deploy those solutions in a manner that is acceptable to the client and project leadership. You must be able to drive behavior change management through innovative communication and training solutions, delivered in an engaging manner that improves user experiences, satisfaction, and brand loyalty. Minimum Qualifications: - 5+ years working on experience design on global projects. - Familiar with the modern-day digital workplace tools and services - Ambitious, hardworking teammate with creative ideas to inspire and improve experience, satisfaction, loyalty, and adoption. - Strong communication and interpersonal skills. - Experience collaborating with multidisciplinary teams of Engineers, Architects, Content Strategists and Product Managers throughout the design and deploy process. - Process and change management experience. - Proven experience building strong internal and external relationships. - Diplomacy, tact, and poise under pressure when working through customer issues. - Bachelor s degree in industrial design, design thinking, human factors, human computer interactions or a related field or equal practical experience. Responsibilities: - Understand the challenges users face adapting to the new digital technologies, areas of improvement, and ways of working, to assess how these interactions and experiences can be improved. - Conduct workshops, interviews, surveys, focus group studies and other engaging activities across the customer s organization to collect and analyze user behavior data. - Work with internal and external stakeholders to execute user experience and effectiveness improvements based on your findings. - Build an adoption campaign for the end-users that include key learning objectives and change management activities. - Track change readiness, program participation, product adoption and usage maturity to establish a baseline. - Identify key areas to focus on post-launch to continue to drive value and maturity in tool usage. (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. Qualification B-Tech No. of Positions 1 Skill (Primary) DWP-WPE-User Experience Management Auto req ID 1324402BRJob tags
Salary
