As the customer journey continues to migrate online, and the pressures of an improved in-store experience increases, it isn’t a surprise that talented professionals with skills in user experience (UX) and customer experience (CX) are in high demand. It is becoming more important for businesses to cater to the impatience of the modern consumer. Online consumers expect each experience to be seamless and unique, this is due to the evolution of technology and AI that has enabled businesses to personalise their users’ journeys. So, in a world striving to digitise, what can businesses gain from hiring professionals with UX and CX experience?The differences between UX and CXEven though both user and customer experience roles are aimed at improving the journey of the customer, both online and in-store, it is important to recognise the differences between the two professions. Customer experience roles involve all touch-points that a customer will have with a brand. User experience feeds into this and can focus on the usability of your website, as well as helping to ensure that the journey runs smoothly from beginning to end.The four key skills Communication skills are critical for UX and CX professionals because they will need to work with different teams within the business effectively.Collaboration is an important part of these roles as well. Professionals will need to work closely with other departments to improve the output of the business.Presentation skills will help UX and CX professionals to effectively portray ideas, and persuade business leaders to get on board with their strategy to improve the customer journey.Analytical skills are crucial for a UX and CX professional as they will need to effectively report back on the results of any changes they have made to the website or overall customer journey.Attracting UX and CX talentAttracting top talent in today’s candidate-led market can be difficult. With the majority of digital professionals looking to progress their skills and career, you have to be able to offer the best opportunities in order to attract the best candidates. Both UX and CX professionals are looking for businesses that can offer them the chance to implement tangible changes. Hiring top talent in this remit is all well and good, but it is made redundant if you aren’t willing to accept advice and action plans. UX and CX professionals will grow impatient if their efforts are ignored by leaders who aren’t on board with implementing their suggestions. Companies that constantly strive for evolution and truly put the customer journey and experience at the heart of what they do will find it far easier to attract the best professionals. Relationships with the wider business functionsIt is important for UX and CX professionals to work cross-functionally with other teams within the business to ensure the entire user journey runs smoothly. If your professionals work closely with both offline and digital marketing teams, they will begin to understand their processes better and develop more efficient ways of working together.These professionals should be working closely with the technology that the business is utilising. They will then be able to incorporate this into their machine learning and AI, to then integrate this into the personalisation of customer journeys.Businesses should be encouraging a collaborative environment to get the best out of their UX and CX professionals, where all opinions and research are heard by the wider team. This way, will you be able to perfect your UX and CX journeys on a wider scale, which takes into account the different outlets that the business is exploring. If you are looking to recruit for e-commerce talent get in touch with one of our specialist recruitment consultants today. Alternatively, if you are interested in other key skills that you could bring to your digital team read our article ’10 skills to look for in digital professionals in 2019’. Siobhan NuttManager & E-commerce Specialist, Michael Page DigitalT: +44 20 7269 2110E: [email protected]DigitalLinksAbout usBrowse for jobsSalary comparison toolInsight and adviceLinksEnhancing the online customer experienceHow to build a strong e-commerce teamThe challenges of an evolving digital landscapePaving the way for women in digital rolesUp-skilling and the digital arenaOvercoming hiring challenges as a not-for-profitRecruit the best digital talent: ten top tipsNot right culture fitWhat can be done to address the falling number of women in digital jobs?The evolution of digital marketing leadershipA day in the life of a recruitment consultantThe Top 5 Things Small Businesses are looking for in InterviewsSix tips to writing a great digital CVHow to ensure you’re hiring a top email marketing candidateInterview with Dino Burbidge, director of innovation and technology at WCRSHow important is a degree for your career?Digital/ecommerce recruitment - advice for employers and candidatesInterview with Alice Driscoll, Deputy MD at Jam, the Engine GroupDigital content jobs and demand in the NorthIncreased demand for digital talent in the NorthFive ways to attract the best digital talentCapitalise on your e-commerce experienceThe impact of the mobile retail explosionAre social media gurus really worth it?Optimise your digital design careerDigital expertise: agency or in-house?
