Customer Experience Analyst I

3 weeks ago

Springfield, United States Blackhawk Network Full time

Overview:

As a Customer Experience Analyst l will learn and be mentored to project manage and implement programs and products for Customer Service Operations. As a Customer Experience Analyst l will learn to collaborate with business leaders and cross-functional teams as the customer advocate to enhance the customer experience with company services and products. Customer Experience Analyst l will be expected to learn how to analyze, design, and implement changes to points of interaction between the customer and the company, with cost effective and self-service best practices wherever possible.

Responsibilities:
  • Organize Project Team meetings with cross functional teams, stakeholders, and operational subject matter experts.
  • Work with CS Operations to identify subject matter experts to include in project meetings, based on project type and/or line of business.
  • Represents CS Operations in prioritization decisions at the portfolio level and communicates impacts and outcomes. Serves as primary liaison in developing business area-specific IT solutions.
  • Effectively tracks initiatives throughout the project lifecycle, managing and monitoring scope and ensuring communication with affected stakeholders.
  • Work with cross functional teams (CCT, SNOW, IT, Risk, Accounting and Product Teams, Etc.) to understand the processes and tools operations will use to service customers and partners.
  • Work closely with cross-functional teams (CCT, SNOW, IT, Risk, Accounting and Product Teams, Etc.) for process development and implementation of new projects with best practices and cost savings a priority
  • Drives effective communication with business and engineering about improvement opportunities/enhancements and cost savings that affect multiple processes. Opens demands or Ideas with CS improvements as needed.
  • Consult on best practices with current and out of the box support models.
  • Gather financial inputs & collaborate with Senior Analyst and Manager to establish ROIs on efforts proposed by stakeholders.
  • Manage the launch of new programs, products, and/or projects with Operations.
    • Inform WFM
    • Launch Notifications (Email)
    • Attend Calibrations
    • Set 30/60/90-day check-ins.
    • Post Launch Survey
  • Ability to identify and communicate issues proactively to a wide range of stakeholders in collaboration with Senior Analyst and Manager
  • Writing documentation as necessary (call flow, agent scripts, user guides, wikis, SOPs, etc.)
  • With direction from management, plan and execute business process improvement changes relating to Customer Service. Recommend new processes where needed to improve quality and/or cost effectiveness.
  • Manage multiple projects simultaneously.
  • Maintain 85% or greater post launch survey scores.
  • Effectively drive a zero-defect launch.
  • Perform other duties as assigned by the Manager or Director of Customer Service
  • Travel as needed to support project.

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