Customer Operations seeks to hire a dedicated professional to join its Customer Experience Excellence team. The team strives to enhance the customer experience by leading the development of the Customer Experience (CX) strategy and delivering cross-organizational projects that drive an enhanced experience for customers through comprehensive service and tools.
Qualifications: Candidate must have a Bachelor's Degree and 3 years of work experience, or an Associate's degree and 5 years of related work experience, or a High School Diploma/GED and 7 years of related work experience required. Related work experience includes, but not limited to, journey mapping, in addition to project management, analytical, research and coaching experience. Minimum 2 years of end-to-end customer journey mapping experience is required.
Candidate must also have excellent organizational, interpersonal and communication skills, with proven ability to develop, implement and monitor innovative customer experience improvement initiatives with an understanding of how CSAT and other metrics are impacted. Candidate must have ability to identify underperforming goals/metrics as well as demonstrated ability to collaborate with business leaders and various teams to identify issue(s) and design solution(s). Candidate must be highly proficient with Microsoft based applications including Word, Excel, and PowerPoint. All requirements must be demonstrated in your application.
Company and Customer Operations systems experience preferred. Advanced degree preferred. Project Management training or certificate preferred. Specifically, Agile project management experience a plus. Experience with Access and Sequel (SQL) queries a plus.
The selected candidate will provide support for operations activities relating to the customer experience journey strategy. They will provide ongoing support and training, and become subject-matter-expert (SME) resource for journey mapping initiatives. They will collaborate and partner with business leaders and various teams across the company through the facilitation of journey mapping workshops, monitoring of journey progress and providing interventions as needed to drive an enhanced customer experience. He/she will conduct utility and cross-industry research to prioritize and shape CX initiatives, determine best practices and benchmark. They will analyze CSAT and other organizational metrics to identify underperforming goals and recommend interventions. He/she will ensure that customer research and best practices in terms of journey mapping and customer-centric design thinking are leveraged in the development of the strategy and all initiatives therein. Continually develop and maintain journey plans and report on the status of journey initiatives. Support a customer-centric culture, taking special interest in meeting the needs of both external and internal stakeholders.