Senior Analyst, Process Improvement- Service Design Marketplace
2 weeks ago
We are seeking a highly skilled Service Designer to join our dynamic e-commerce marketplace team. As a Service Designer, 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.
- Identify opportunities to streamline and optimize customer support processes.
- Work closely with customer support teams to understand current workflows and identify areas for improvement.
- Develop and test new service concepts, processes, and tools.
- Collaborate with product managers, UX/UI designers, developers, and other stakeholders to ensure seamless integration of service design with the overall product.
- Facilitate workshops and design sprints to generate ideas and solutions.
- Communicate design concepts and strategies clearly and effectively to stakeholders at all levels.
- Oversee the implementation of new service designs and ensure they meet the desired objectives.
- Monitor and evaluate the effectiveness of implemented solutions, using metrics and customer feedback to drive continuous improvement.
- 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.
Walmart offers a competitive salary range of $91,000.00-$169,000.00, plus additional compensation including annual or quarterly performance bonuses. Additional compensation for certain positions may also include stock. Benefits include medical, vision, and dental coverage, 401(k), stock purchase, and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
Walmart is an Equal Opportunity Employer - By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity - unique styles, experiences, identities, ideas, and opinions - while being inclusive of all people.
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