Customer Experience Analyst I
2 weeks ago
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, SOP’s, 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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