Senior Analyst, Process Improvement Specialist
3 weeks ago
We are seeking a highly skilled Senior Analyst, Process Improvement to join our dynamic e-commerce marketplace team. As a key member of our Service Design team, you will be responsible for developing and optimizing customer support services to enhance the overall customer experience.
Key Responsibilities- Develop and implement service design strategies that improve the customer support experience.
- Conduct research and gather insights on customer needs, pain points, and behaviors to inform service design.
- Create and maintain service blueprints, customer journey maps, and other service design artifacts.
- 3-5 years of experience in eCommerce.
- 3-5 years of experience in customer support.
- Experience in service design projects and methodologies.
- Excellent problem-solving skills and a keen eye for detail.
- Proficient in design tools such as Adobe Creative Suite, Sketch, Figma, or similar.
- Strong analytical skills and the ability to translate data into actionable insights.
- Excellent communication and presentation skills, with the ability to articulate complex ideas clearly.
- Ability to work collaboratively in a fast-paced, team-oriented environment.
- Developing and implementing service design strategies that improve the customer support experience.
- Conducting research and gathering insights on customer needs, pain points, and behaviors to inform service design.
- Creating and maintaining service blueprints, customer journey maps, and other service design artifacts.
We offer a competitive salary range of $91,000.00-$169,000.00, plus annual or quarterly performance bonuses. Additional compensation includes stock and other benefits. We are an Equal Opportunity Employer and value diversity and inclusion in the workplace.
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Senior Analyst, Process Improvement Specialist
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