Customer Experience

Role Overview: As a member of the Customer Experience team, your main responsibility will be to ensure the best-in-class experience for customers by collaborating with cross-functional teams. You will play a key role in mapping the customer journey, identifying areas for improvement, and implementing strategies to enhance customer experience while reducing customer contacts. Key Responsibilities: - Share data, insights, and best practices to continuously enhance customer experience - Create Business Requirement Documents (BRDs) and Standard Operating Procedures (SOPs) - Work with various teams to implement enhancements - Establish and enforce customer experience guardrails, exception handling mechanisms, and business throttles - Proactively identify trends in customer experience metrics to prevent and address issues - Leverage data-driven insights to optimize processes and customer journey mapping - Collaborate with multiple stakeholders and teams to drive necessary changes - Design and implement self-service options and customer service chatbot journeys - Monitor the effectiveness of tools, gather customer feedback, and implement corrective actions - Manage projects and initiatives to ensure successful delivery Qualifications Required: - Possess a graduate degree - Strong foundation in program management, stakeholder management, problem-solving, effective communication, and team building skills Additional Company Details: The company is looking for individuals who are passionate about driving customer-centric solutions and have a proactive approach to enhancing customer experience. If you meet the desired qualifications and competencies outlined above, you are encouraged to join the dynamic Customer Experience team.,