Job Description
Enhancing the overall customer experience for our service lines, with the ultimate goal of increasing customer satisfaction and loyalty.
This person will be deeply involved in identifying gaps, and being part of projects and initiatives to bring about improvements to our service offerings.
Responsibilities
Customer Experience Data Analysis
Develop and update customer journey maps by helping to gather and organize data across various touchpointsAnalyze and synthesize customer feedback from surveys, support tickets, and internal departments to identify trends and pain pointsPrepare reports and presentations that summarize findings and propose potential solutionsCollect and Analyse data across touchpoint and new initiatives to analyse customers behavior and trends, identifying potential gaps to be addressedProject Coordination & Implementation
Assist in the creation and documentation of project charters for new features and enhancementsCoordinate across cross-functional teams like Tech, Operations, and Sales to ensure project tasks are on trackTesting of new enhancements and features to ensure operational readinessSupport the manager in managing project timelines and tracking progressAssist in conducting and providing materials for training sessions on new features for internal teamsGo-to-Market initiatives:
Draft content for internal and external communications about service enhancementsAssist in the execution of marketing campaigns by coordinating with the Marketing and Sales teamsSupport day-to-day product operations, including gathering information for pricing updates and tracking revenue dataRequirements
Minimum of 2 years’ experienceAnalytical, critical thinker and problem-solving skillsGood interpersonal and communication skillsTeam player, Stakeholder management and self-motivatedKnowledge of project management methodologies (Agile, Lean Six Sigma would be a plus)