CX Expertise
As a subject matter expert within the Customer Experience (CX) organization, you will partner with international teams to drive customer experience insights. This role involves collaborating with internal analytics teams, conducting case reviews, voice of the customer analysis, top contact drivers identification, pain-point exploration, regulatory reporting, and entity-specific nuances understanding.
Key Responsibilities
* Scope and execute continuous CX improvement projects (processes/policies/SOPs) in collaboration with key stakeholders to enhance overall customer experience.
* Maintain CX processes to a quantifiable operational standard, ensuring customer satisfaction.
Data-Driven Insights
You will adeptly use data and customer anecdotes (VOC) to identify opportunities for new customer-facing features and provide actionable insights to product and engineering teams.
Relationship Building
BUILD STRONG RELATIONSHIPS WITH TEAM MEMBERS IN PRODUCT, ENGINEERING & DESIGN TO ADVOCATE FOR CUSTOMER EXPERIENCE IMPROVEMENTS.
Business Analytics
Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends, and technology into our goals and objectives for client success.
Change Management
CHAMPION CHANGE MANAGEMENT FOR PROCESS, POLICIES, AND KBs (SOPs) TO OUR FRONT LINE CX AGENTS.
Project Management
EXCELLENT PROJECT MANAGER AND COMMUNICATOR, YOU WILL MANAGE AND PRIORITIZE A STEADY STREAM OF CONTENT REQUESTS FROM MULTIPLE TEAMS WITH SHORT TURNAROUND TIMES.