Job Description

The ideal candidate will be analytical, strategic, and detail-oriented with a passion for growing community satisfaction through developing a deep understanding of customer journey and support processes, and designing and implementing designing and implementing data-driven solutions at scale.

• Develop customer journey mapping and insights on customer experience in partnership with Research and Data Analytics teams
• Build end-to-end customer support workflow mapping and evaluate the effectiveness of current processes
• Identify top opportunity areas to improve customer journey based on insights and workflow analysis
• Work extensively with cross-functional partners to identify and implement optimal solutions in the areas identified
• Develop strong collaborative relationships with key stakeholders across the company including Marketing, Operations, Enforcement, Finance, Product
• Proactively identify and implement process improvements and technological innovations
• Inform, influence, and execute new processes based on sound analysis and impact metrics that lead to improvements in quality of support

Required Knowledge, Skills, and Abilities

• Bachelor's degree with 6+ years of relevant experience (in Customer Experience, Operations, Marketing or Product Development)
• Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve issues
• Able to work/build relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals
• Demonstrated experience defining and tracking metrics and implementing programs to improve operational performance
• Experience initiating and driving projects to completion with minimal guidance
• Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences
• Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders
• Experience in leading workshops to create and maintain customer journey maps
• Experience in creating business case and justification to drive process improvements
• Certifications in design thinking, lean, or six sigma
• Experience or familiarity with delivering programs through outsourced vendor partners
• Experience in customer satisfaction or quality initiatives in a contact center operations