Course Title: Future Skills:Digital Leadership and Customer Experience Strategy and Design

Part A: Course Overview

Course Title: Future Skills:Digital Leadership and Customer Experience Strategy and Design

Credit Points: 12.00

Flexible Terms

Course Code	Campus	Career	School	Learning Mode	Teaching Period(s)
BUSM4812	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JanJun2020 (All)
BUSM4812	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JulDec2020 (All)
BUSM4812	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JanJun2021 (All)
BUSM4812	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JulDec2021 (All)
BUSM4812	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JanJun2022 (All)
BUSM4812	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JulDec2022 (All)
BUSM4812	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JanJun2023 (All)
BUSM4812	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JulDec2023 (All)
BUSM4812	City Campus	Postgraduate	660H Graduate School of Business and Law	Internet	JanJun2024 (All)

Course Coordinator: Mohamed Farah

Course Coordinator Phone: +61 (3) 99251546

Course Coordinator Email: mohamed.farah@rmit.edu.au

Course Coordinator Location: Building 13

Course Coordinator Availability: By Appointment

Pre-requisite Courses and Assumed Knowledge and Capabilities

None 

Course Description

This course is a learning experience that includes two of RMIT Online’s Future Skills short courses. It focuses on two important capability areas for a customer success professional – Digital Leadership and Customer Experience Strategy and Design. Together, these capability areas will equip you with the knowledge and skills to work with client teams in digital organisations and utilise customer-centric tools to deeply understand their evolving needs.

The digital leadership component will expose you to the leadership practices and mindsets required to build successful customer relationships and customer success teams. During this course, you will be introduced to a range of leadership frameworks and models, particularly within fast changing digital environments. You will gain an appreciation of evolving workforce needs and associated impacts on leadership practice, and how different leadership approaches can help address these challenges.

The customer experience strategy and design component will equip you with the customer-centric knowledge, tools and mindsets required to define and design high value customer experiences. You will learn key customer experience design techniques such as human-centred design, customer journey mapping, User Experience, service blueprints and prototyping. Key theories and approaches underpinning this include customer experience management, design thinking and service design.

Objectives/Learning Outcomes/Capability Development

- 

On successful completion of this course you will be able to:

CLO1 Critique a range of digital leadership models by identifying leadership requirements and opportunities in organisational contexts.

CLO2 Develop leadership approaches to address changing workforce needs by evaluating leadership methodologies and emerging challenges in contemporary and disruptive businesses.

CLO3 Design innovative customer experiences by applying customer experience design methodologies to customer journeys.

CLO4 Apply prototyping approaches and frameworks to iterate and communicate desired customer experiences in a leadership capacity.

Overview of Learning Activities

This course uses highly structured learning activities to guide your learning process and prepare you for your assessments. The activities are a combination of individual, peer-supported and facilitator-guided activities, and where possible project-led, with opportunities for feedback throughout. 

Authentic and industry-relevant learning is critical to this course and you will be encouraged to critically compare and contrast what is happening in your context and in industry, and to use your insights. 

Social learning is another important component and you are expected to participate in class and group activities, share drafts of work and resources and give and receive peer feedback. You will be expected to work efficiently and effectively with others to achieve outcomes greater than those that you might have achieved alone. 

The learning activities enable you to understand course learning resources and apply that learning to improve your own practice, for example by producing real-world artefacts and engaging in scenarios and case studies. 

This course will be delivered online via RMIT Online (in-house).

Overview of Learning Resources

Each learning activity contains the core resources, such as videos, podcasts, readings, templates, articles, industry tools and/or communities that you need to complete that activity, or links to those resources. 

Additional learning resources designed into the course will be clearly marked as supplemental. If your course teaching team finds additional resources during course delivery which they think can support or be of interest to the class cohort, these will be made available as required during the teaching period. 

In your class environment, besides your learning activities you will also find: 

• All assessment briefs 
• A course information page with a study schedule 
• Various communication tools to facilitate collaboration with your peers and facilitators, and to share information 

Resources are also available online through RMIT Library databases and other facilities. Visit the RMIT library website for further details. Assistance is available online via our chat and email services, face to face at our campus libraries or via the telephone on (03) 9925 2020.

 

Overview of Assessment

The assessment tasks, their weighting and the course learning outcomes to which they are aligned are as follows.

Assessment Task 1: 50%
Linked CLOs: 1, 2

Assessment Task 2: 50%
Linked CLOs: 3, 4

Feedback will be provided throughout the semester in class and/or in online forums through individual and group feedback on practical exercises and by individual consultation.