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 Analysis
Develop and maintain comprehensive customer journey maps for service lines, segmenting by persona to identify critical touchpoints and pain pointsConduct in-depth root cause analysis of service processes and customer feedback to pinpoint areas for improvementRationalize and prioritize feature requests from customers, evaluating their potential impact on customer satisfaction and business goalsService Design & Improvement
Design and scope new features or enhancements that directly address customer needs and improve the overall service journeyDevelop project charters to document the business case, objectives, scope, process, and success criteria for all new feature developmentsManage feature development timelines and resource allocation, working closely with Tech teams and external vendors to ensure seamless implementationOversee testing results and quality assurance to ensure new solutions meet all requirements and function as intendedCreate training materials and guides for internal teams (e.g., Operations, Sales, IT) to ensure a smooth rollout of new features and processesGo-to-Market Initiatives
Develop clear communication materials for internal stakeholders, providing essential information on new product developments and service enhancementsCollaborate with Marketing and Communications to create external messaging that effectively communicates service improvements and changes to customersPartner with Business Development and Sales to create and execute marketing campaigns aimed at driving service adoption and revenue growthRequirements
Minimum 3 years experience in a customer experience, product management, or a similar roleStrong analytical and problem-solving skills, with the ability to turn data into actionable insightsExcellent project management skills and the ability to manage multiple projects simultaneouslyExceptional communication and collaboration skills, with a track record of working effectively with cross-functional teamsExperience in designing and mapping user journeys and service processes.A proactive and results-oriented mindset with a focus on delivering value to the customer