​​MARK WEINBERG    |   mark@xdesignservices.com  

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CX/UX CORE COMPETENCIES & SERVICES

- Executive CX/UX champion and representative
- UX design - project management & planning, HR management, training
- CX/UX strategy and implementation
- UX methodology development, excellence & quality assurance



PRESALES
CUSTOMER ENGAGEMENT
- UX Business case development
- site visit/study (Design Thinking methods)
- operational efficiencies & KPI's 
- subjective study
- design strategy and product management
- observations, surveys, interviews, 'side-by-sides'
- statistical analysis and metric studies
- contextual inquiry
- before vs. after assessments
- findings
- UX improvement plan & conceptual prototype
- recommendations and improvement planning



EXPERT UX REVIEW & ASSESSMENT  FUNCTIONAL ANALYSIS
- problems, issues and defects
- business process & rules analysis
- GUI inspection / information architecture
- journey mapping, user story & use case analysis
- heuristic evaluation, standards & consistency
- annotated wireframes
- interaction design
- task analysis (end-to-end flows & scenarios)
- competitor analysis
- interaction design solutions and wireframes



DETAILED DESIGN
GENERAL
- task & screen flows
- UX training, enrichment and awareness
- style guide and CSS development
- UX PR
- exception handling
- UX certification
- detailed screen design
- consultation


  •  Many years experience in directing/leading large teams in various dimensions of design practices
             CX/UX/UI design, usability, interaction/functional design, information architecture, etc. of large and complex projects
  • Directed global 40-person Digital Transformation team in Persistent Systems consisting of CX/UX/UI and Visual Designers
  • Pioneered UI/UX Design in Amdocs, established and trained global UX design team
  • Developed and implemented end-to-end, user-centered, functional design and UX process methodologies
               Waterfall, Agile (Scrum), Services, Design Thinking, Lean UX, design strategy, best practices & process improvement
  • Led numerous product & services design projects on various platforms(Salesforce, Oracle, Appian, IBM, MS, etc.)      
               for Telecom, Healthcare, Finance, Enterprise and Government Services, including:
           
    ​        - Integrated CRM-Billing-Ordering-Support solutions (Call Centers)
           - eCommerce
           - Big Data Analytics
           - Proactive Care
           - Social Care
           - Retail Management
    ​       - Small-Medium Business
  • Innovated, product managed and designed new and simplified agent desktop and CRM  for telecom
           (concept, product management, high-level, detailed and implementation design) resulting in a 9-digit increase in sales
           bookings within three years and used daily by over 500K agents
  • Established and implemented customer engagement model and customer site-visit process
           incorporating best-of-breed methods: customer-centric, services design and design thinking in over 40 visits on 4 continents
  • Innovated compelling UX driven business case and presale process
           driven by comprehensive customer & competitor study, operational statistics, task/journey analysis/mapping and UX metrics
  • Invented the user-centric abstract prototype that effectively bridges between functional analysis and concrete design
  • Invented US patent “generating channel specific heuristics”that guides in establishing omni-channel design strategies
  • Co-authored with Forrester an industry best practice white paper about agent-facing design solutions
  • Developed UX strategy and established design platform for all verticals (Telecom, Healthcare, Finance, Enterprise, GS)
               that ensures consistency, integration and responsiveness across channels, media and lines of business including:
           web, tablet, mobile, call center, retail store, social media, voice, CRM, Billing, Ordering, Support…
  • Contributing member of TMF(TeleManagement World Forum) for 5 years
  • Awarded UX Quality Excellence award (2005)

Career highlights & accomplishments