In June 2021, I (Debbie, Delta CX CXO) was retained by South African CX/UX/UI consultancy Immersion Group for a contract as Head of Experience Design.
My job was to manage people, run the practices, and also act as an internal change agent to help the company improve processes, employee experiences, and anything I noticed had room for improvement. I was given nearly unlimited authority to initiate or create change.
As Head of Experience Design
This was a client-facing role where I was responsible for the company’s CX, UX, and UI practices. I ran strategy, operations, and everything related to the practice areas.
- Managed 6 people directly (3 managers, 3 Lead UX) and nearly 20 people indirectly.
- Redefined work QA. I created and implemented more frequent work checks than had been done as well as a scoring system. This system would not only raise work quality issues immediately but could later be used as a reference for for performance reviews.
- Refreshed job titles and hierarchy to create a clearer path for growth and leadership.
- Expanded our capabilities, especially in specialized qualitative research.
- My role allowed one of the co-founders to shift into more of a CXO role, removing him from the responsibilities of managing employees and the practices.
- Jumped in on a project and did 5 interviews that included evaluative research.
- Met with clients to present current work.
- Met with potential clients to understand their needs and work on a proposal.
Originally, Immersion had signed a 1-year contract with me and hoped I would stay on beyond it. I loved working there, and certainly would have considered that!
Unfortunately, mid-2021 brought some unforeseen instability to the South African economy, which affected Immersion’s available budget for contractors. My role was among the cuts made.
The Board of Directors decided that I had delivered enough work for them to carry on where I had left off. That’s a high compliment especially given my short contract!