Key Responsibilities:
Design the customer journeys and screens across the Umniah digital touchpoints, covering browsing, purchase, payment, registration, recharge, bill viewing, plan change and support, and produce the user flows, wireframes, interactive prototypes and final designs required for development.
Map and maintain the journey documentation, including the business rules, verification steps, error messages and the points where the journey continues in a shop or with Customer Care, and update it with every release.
Analyze customer behavior using analytics, session recordings and heat maps, and issue a monthly experience report showing the main drop off points, the likely cause, and a prioritized improvement plan.
Conduct usability testing with customers before development starts, including field visits to shops and customer care locations, and report the issues found with their severity and the recommended correction.
Maintain the shared design system and component library in line with Umniah brand guidelines, and apply the design standards for bilingual Arabic and English design and for accessibility to Web Content Accessibility Guidelines Level AA.
Prepare the design handover for development, including annotated designs, specifications, assets and acceptance criteria, and support the development team throughout the build.
Review the delivered build against the approved design before go live, record the deviations with severity, retest after correction, and support User Acceptance Testing from a user experience point of view.
Define the success measures for each design change, support comparison testing and personalization use cases, report the result after release with a recommendation, and coordinate with Digital Product Owners, Engineering, Information Technology, Customer Experience, Retail, Customer Care, Commercial and Communication on design scope, feasibility and priority.
Education:
Bachelor's degree in graphic design, Visual Communication, Digital Media or Multimedia Design, Interaction Design or Human Computer Interaction, Computer Science, Software Engineering, Information Technology or any related field.
Level of Experience:
Intermediate Experience (5-8Yrs) in user experience and user interface design for live transactional websites and mobile applications, such as electronic commerce or self-care applications. The experience must be hands-on and include full redesign projects delivered from research to release.
Technical Skills & Knowledge:
Design end-to-end customer journeys, user flows, and information architecture.
Create wireframes, interactive prototypes, and high-fidelity interfaces.
Build design systems and reusable components for web and mobile.
Design bilingual Arabic and English experiences, including right-to-left layouts.
Map omnichannel journeys across digital channels, shops, and agent interactions.
Plan and conduct usability testing and use data to support design decisions.
Design e-commerce checkout and digital payment journeys.
Prepare design handovers for development and review builds.
Apply accessibility best practices in line with WCAG 2.2 Level AA.
Certifications & Licensure:
Desirable:
Nielsen Norman Group User Experience Certification
Tools & Systems:
Essential:
Figma, Google Analytics 4, a backlog and delivery tracking tool such as Jira or an equivalent, Microsoft 365.
Desirable:
Magento 2, Insider One or a similar personalization platform, session recording and usability testing tools.