CX / UX Functional

Hyderabad, TS, in February 25, 2026 Full Time

Key Responsibilities

Conduct business analysis to understand customer needs, processes, and pain points.
Map end-to-end customer journeys, user flows, and personas to identify experience gaps.
Translate business requirements into CX/UX functional specifications and solution designs.
Facilitate workshops for requirement gathering, process mapping, journey re-design, and prioritization.
Collaborate with UX designers to build wireframes, prototypes, and interaction models.
Evaluate digital touchpoints (web, mobile, portals, apps) and recommend UX improvements.
Work with technical teams to ensure experience requirements are implemented correctly.
Define and track CX metrics such as NPS, CSAT, CES, and adoption KPIs.
Support user testing (UAT), usability testing, and feedback analysis.
Ensure alignment with accessibility guidelines, usability principles, and brand experience standards.
Prepare documentation: BRDs, FRDs, journey maps, storyboards, and experience blueprints.

Required Skills

Strong understanding of Customer Experience (CX) and UX principles.
Hands-on experience creating personas, journey maps, storyboards, experience workflows.
Ability to translate business challenges into user-focused functional requirements.
Knowledge of industry-standard UX practices (heuristics, IA, design thinking).
Experience working with UI/UX design tools (Miro, Figma, Sketch, Adobe XD) for collaboration.
Familiarity with Agile/Scrum methodologies and user story writing.
Excellent communication skills to facilitate workshops and drive stakeholder alignment.

Good-to-Have Skills

Understanding of SAP CX (Service Cloud, Sales Cloud, Commerce, CPQ) or similar platforms.
Basic understanding of UI capabilities (HTML5, CSS, Component Libraries).
Knowledge of analytics tools (Google Analytics, Hotjar, SAP Qualtrics, Adobe Analytics).
Experience in service design, CX strategy, or digital transformation projects.
Experience with wireframing or prototyping tools.