Digital Service Integration Strategist

16 hours ago


Newark, New Jersey, United States Amazon Full time

Transform Customer Experience with Audio Storytelling


Audible, an Amazon company, is the leading producer and provider of audio storytelling, offering immersive, cinematic experiences to enrich customers' daily lives.


We value diversity and inclusion, and Amazon is committed to a workplace that is welcoming and inclusive for all.


About the Role


The Digital Service Integration Strategist provides key support to Knowledge Management's digital self-service tools, driving contact deflection and customer satisfaction. This role involves working closely with Product, Engineering, UI/UX, and Analytics teams to develop customer-facing self-help solutions and asset strategies.



  • Supporting Customer Care and Knowledge Management to define business requirements for improving self-help solution effectiveness.
  • Conveying validated concepts to product managers, UX designers, engineers, and leadership.
  • Using usage data to challenge and validate self-help solution methodologies.
  • Working with KM Directors to build persona-based journey maps and design self-help solutions.
  • Partnering with Customer Care to analyze and plan actionable insights based on top contact drivers and other data.
  • Determining critical processes enhancements and technical changes to improve the self-help experience.
  • Defining and tracking KPIs related to self-help solutions and articulating trends, identifying root cause analysis, and defining actions.
  • Recommending new technologies and experiences to reduce customer effort and increase self-service.
  • Handling reporting for self-serve channels to understand performance and volume across multiple channels.

About Audible


Audible is a leader in the audio storytelling industry, producing and sharing immersive content with millions of global listeners.


We are seeking a highly skilled Digital Service Integration Strategist to join our team, supporting our mission to deliver exceptional customer experiences through innovative self-help solutions.


Requirements



  • Bachelor's degree or equivalent in a related field.
  • 2+ years of experience in digital self-service and/or customer service.
  • Proficiency in process improvement design and workflow analysis.
  • Experience in scoping, developing, and executing business requirements and project plans.
  • Experience in customer support.

Preferred Qualifications



  • Passion for digital self-service and generative AI trends.
  • Experience conducting research and/or partnering with user researchers/UX designers.
  • Knowledge of content management systems (e.g., Salesforce, Amazon Help).
  • Excellent analytical and problem-solving skills.
  • Ability to work independently and as part of a team.

Salary Range: $120,000 - $180,000 per year, depending on location and experience. We offer a competitive compensation package, comprehensive benefits, and opportunities for growth and development.



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