Sr. Consumer Experience Technical Specialist

2 weeks ago

Grand Rapids, United States BISSELL Full time
Overview

The Sr. CX Automation Specialist supports the strategic direction for automation across all contact channels within Consumer Care and After Sales on a domestic and global planning level. They will achieve this by managing complex projects identified in our live-agent support and automated channel strategy roadmap. This individual is passionate about delivering a great experience, is proficient with digital support channel offerings, has a penchant for details, and has a passion to drive towards innovative solutions for our agents and our consumers. The highest priority of this key role will be to expand the reach and effectiveness of our "digital workforce" to deliver on key business objectives. This role will be proactive in the identification and problem solving that will lead to the implementation of new strategies that increases agent efficiency, improves the consumer experience, enhances self-service effectiveness, expedites data insights and digital content creation.

Responsibilities

  • Collaborate closely with the Consumer Care, After Sales Operations, Technology teams, and with 3rd party solution providers to deliver solutions towards the key automation goals.
  • Lead testing for solutions to improve agent efficiency or consumer-facing automation.
  • Identify trends or risks to the consumer experience or agent flow and consistently monitor best in class or competitor support offerings.
  • Recommend new innovations, tools and methodologies that support process efficiency through pilots and roll-out.
  • Lead an assessment of our organization's support approach, prioritization, and capacity to leverage digital capabilities (data, process, tech) through a maturity assessment.
  • Participate in designing the digital transformation roadmap by working with the IT and Tech teams to identify strategic processes with a view to automate.
  • Create and measure performance dashboards relevant to each support channel's offering.
  • Provide a readout on current and future state of our channels by offering insights that are clear and potentially actionable.
  • Journey map and/or flow chart current and future states of support to assess the process opportunities, content enhancements, or system improvements needed.
  • Develop project briefs that apply prioritized recommendations drawn out of analysis.
  • Identify testing tools for regular monitoring of voice/non-voice automation solutions.
  • Serve as the voice of Consumer Care on automation across channels, using knowledge of BISSELL products, policy, and procedures to serve our consumers.
  • Remain current on all BISSELL products by understanding functionality, applications, current issues & resolutions, and organizational goals behind each product.
  • May be required to perform other duties as assigned.
Qualifications

Required core Competencies:
  • Technology focused with ability to adapt to new and evolving Technologies
  • Continuous Improvement
  • Oral and written communication with impact
  • Manage/contribute to multiple dynamic priorities
  • Professional expertise
  • Actively seek and share information
  • Interpersonal/collaborative skills
  • Initiative
Required Experience / Education:
  • Degree minimum: Bachelor's Degree
  • Specific concentration: Preferably in a STEM discipline
  • Experience level: 3-5 Years
Preferred Experience / Education:
  • Experience as an automation or orchestration architect for complex systems automation through phone, chat/SMS, email, social, and web channels.
  • General understanding of partner solutions such as cloud Telephony, CRM, Chat, Social, fraud detection, knowledgebase.
  • Ability to serve as a team lead and mentor staff.
  • Grasp of automation technologies including RPA, AI, NLP/NLU and LLM's
  • A demonstrator of technical and analytical proficiency through presentation and tools necessary for creating visually and verbally engaging content/reports
  • Experience with UX, in a service environment, or with CRM systems is a plus.
Training or Skills Required:
  • Excellent written and verbal communication
  • Proficiency with Microsoft Office, social media monitoring tools, CRM tools
  • Ability to analyze, evaluate, and effectively communicate project performance.
  • Strong organizational skills and attention to detail
  • Ability to communicate observations and concerns to upper-level management
  • This position requires the ability to manage the flow of data, perform analysis, generate summary reports, and communicate by voice or data while being connected in the office, at home or while travelling by laptop or mobile device regularly without regard to time zone or day of the week.

  • Sr. CX Automation Specialist

    4 weeks ago

    Grand Rapids, United States BISSELL Full time

    Overview: The Sr. CX Automation Specialist supports the strategic direction for automation across all contact channels within Consumer Care and After Sales on a domestic and global planning level. They will achieve this by managing complex projects identified in our live-agent support and automated channel strategy roadmap. This individual is passionate...

  • Consumer Benefits Specialist

    5 days ago

    Grand Rapids, United States Hope Network Full time

    Consumer Benefits SpecialistWe are helping people overcome. Join us. Each year at Hope Network, 2,800+ talented professionals serve individuals across 280 unique locations. Some serve by providing hands-on care or medical treatment, others serve by assisting behind the scenes, but they all play an integral part in creating comebacks. Here are just some of...

  • Consumer Benefits Specialist

    1 week ago

    Grand Rapids, United States Hope Network West Michigan Full time

    Job DescriptionJob DescriptionConsumer Benefits SpecialistWe are helping people overcome. Join us.Each year at Hope Network, 2,800+ talented professionals serve individuals across 280 unique locations. Some serve by providing hands-on care or medical treatment, others serve by assisting behind the scenes, but they all play an integral part in creating...

  • Sr Specialist

    2 weeks ago

    Grand Rapids, United States Acrisure LLC Full time

    Job Title: Sr Specialist (Workday Focused) - Technical Training Team, Operational Excellence Department: Technical Training - Operational Excellence, Acrisure Business Services Location: Hybrid in Grand Rapids, Michigan OR Remote About Acrisure Acrisure is a fintech financial services leader and among the world's top 10 insurance brokerages. Acrisure has...

  • Consumer Credit Loan Specialist

    4 weeks ago

    Grand Rapids, Michigan, United States Fifth Third Bank, N.A. Full time

    Make banking a Fifth Third better We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. GENERAL FUNCTION: Perform pre-underwriting and processing duties needed to fulfill consumer equity and non-equity loan applications. Review and validate complex underwriting stipulations...

  • Consumer Credit Loan Specialist

    1 month ago

    Grand Rapids, Michigan, United States Fifth Third Bank, N.A. Full time

    Make banking a Fifth Third better We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. GENERAL FUNCTION: Perform pre-underwriting and processing duties needed to fulfill consumer equity and non-equity loan applications. Review and validate complex underwriting stipulations...

  • Sr Specialist

    2 weeks ago

    Grand Rapids, United States Acrisure LLC Full time

    Job Title: Sr Specialist (Workday Focused) - Technical Training Team, Operational Excellence Department: Technical Training - Operational Excellence, Acrisure Business Services Location: Hybrid in Grand Rapids, Michigan OR Remote About Acrisure Acrisure is a fintech financial services leader and among the world's top 10 insurance brokerages. Acrisure has...

  • Sr. Data Engineer

    3 weeks ago

    Grand Rapids, United States Corewell Health Full time

    Sr. Data Engineer. Corewell Health, Grand Rapids, Michigan. Duties: 1) Develop and deploy ELT/ETL processes across multiple sources, targets and tools; 2) Communicate with data consumers to improve processes connecting to data. 3) Develop and deploy self-service reporting assets to provide data exploration capabilities to end users; 4) Develop, create and...

  • Sr. Data Engineer

    2 weeks ago

    Grand Rapids, Michigan, United States Corewell Health Full time

    Sr. Data Engineer. Corewell Health, Grand Rapids, Michigan. Duties: 1) Develop and deploy ELT/ETL processes across multiple sources, targets and tools; 2) Communicate with data consumers to improve processes connecting to data. 3) Develop and deploy self-service reporting assets to provide data exploration capabilities to end users; 4) Develop, create and...

  • Sr. Data Engineer

    4 weeks ago

    Grand Rapids, United States Corewell Health Full time

    Sr. Data Engineer. Corewell Health, Grand Rapids, Michigan. Duties: 1) Develop and deploy ELT/ETL processes across multiple sources, targets and tools; 2) Communicate with data consumers to improve processes connecting to data. 3) Develop and deploy self-service reporting assets to provide data exploration capabilities to end users; 4) Develop, create and...

  • Consumer Loan Risk Asset Specialist II

    4 weeks ago

    Grand Rapids, United States Mercantile Bank Full time

    Join our team at Mercantile Bank as a Consumer Loan Risk Asset Specialist II in Grand Rapids, MI. You will have the opportunity to delve into risk assessment, implementing strategies to mitigate loan risks, and contribute to our customer-centric approach. Your ability to analyze data, problem-solve, and ensure compliance will make a direct impact on our...

  • Sr. Sales Account Specialist

    4 weeks ago

    Grand Rapids, United States BISSELL Full time

    Overview: The Sr. Sales Account Specialist Grocery will manage regional grocery customers while executing objectives set by the Key Account Manager II - Grocery. This will also include working closely with a network of grocery brokers. The Sr. Sales Account Specialist will manage promotional program, local budgets, process advertising claims, monthly...

  • Consumer Loan Risk Asset Specialist II

    4 weeks ago

    Grand Rapids, United States Mercantile Bank Full time

    Job DescriptionJob DescriptionJoin our team at Mercantile Bank as a Consumer Loan Risk Asset Specialist II in Grand Rapids, MI. You will have the opportunity to delve into risk assessment, implementing strategies to mitigate loan risks, and contribute to our customer-centric approach. Your ability to analyze data, problem-solve, and ensure compliance will...

  • Consumer Loan Sales Specialist

    3 weeks ago

    Grand Rapids, United States OneMain Financial Full time

    At OneMain, Consumer Loan Sales Specialists empower customers listening to their needs and providing access to friendly, fast, and affordable financing for lifes expenses. Consumer Loan Sales Specialist will learn the lending and servicing business at OneMain allowing them to grow their career. In the Role Deliver results related to individual and branch...

  • Consumer Loan Sales Specialist

    4 weeks ago

    Grand Rapids, United States OneMain Financial Full time

    At OneMain, Consumer Loan Sales Specialists empower customers – listening to their needs and providing access to friendly, fast, and affordable financing for life’s expenses. Consumer Loan Sales Specialist will learn the lending and servicing business at OneMain allowing them to grow their career.    In the Role Deliver results related to...

  • Consumer Loan Sales Specialist

    4 weeks ago

    Grand Rapids, United States OneMain Financial Full time

    At OneMain, Consumer Loan Sales Specialists empower customers – listening to their needs and providing access to friendly, fast, and affordable financing for life’s expenses. Consumer Loan Sales Specialist will learn the lending and servicing business at OneMain allowing them to grow their career.   In the RoleDeliver results related to individual and...

  • Consumer Loan Sales Specialist

    4 weeks ago

    Grand Rapids, United States OneMain Financial Full time

    At OneMain, Consumer Loan Sales Specialists empower customers – listening to their needs and providing access to friendly, fast, and affordable financing for life’s expenses. Consumer Loan Sales Specialist will learn the lending and servicing business at OneMain allowing them to grow their career.   In the RoleDeliver results related to individual and...

  • Consumer Loan Sales Specialist

    2 weeks ago

    Grand Rapids, United States OneMain Financial Full time

    Job DescriptionAt OneMain, Consumer Loan Sales Specialists empower customers – listening to their needs and providing access to friendly, fast, and affordable financing for life’s expenses. Consumer Loan Sales Specialist will learn the lending and servicing business at OneMain allowing them to grow their career.   In the RoleDeliver results related to...

  • Consumer Loan Risk Asset Specialist Ii

    3 weeks ago

    Grand Rapids, United States Mercantile Bank Full time

    Join our team at Mercantile Bank as a _Consumer Loan Risk Asset Specialist II_ in Grand Rapids, MI. You will have the opportunity to delve into risk assessment, implementing strategies to mitigate loan risks, and contribute to our customer-centric approach. Your ability to analyze data, problem-solve, and ensure compliance will make a direct impact on our...

  • Filtration Technical Specialist Forberg Smith

    2 months ago

    Grand Rapids, United States The Kendall Group Full time

    Position: Filtration Technical Specialist - Forberg Smith Location: Grand Rapids, MI Job Id: 1437 of Openings: 1 Filtration Technical Specialist - Forberg Smith Territories: Michigan and Indiana About The Kendall Group The Kendall Group seeks a talented, creative, self-motivated individual for our Filtration Technical Specialist position for Forberg...