Customer Experience

Role Overview: As a member of the Customer Experience team, 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. Your main responsibility will be to share data, insights, and best practices to continuously enhance customer experience. This will involve creating Business Requirement Documents (BRDs) and Standard Operating Procedures (SOPs, and collaborating with various teams to implement enhancements. You will also establish and enforce customer experience guardrails, exception handling mechanisms, and business throttles to maintain high standards of customer service. Proactively identifying trends in customer experience metrics to prevent and address customer-impacting issues will be a critical aspect of your role. Key Responsibilities: - Map the customer journey, identify areas for improvement, and implement strategies to enhance customer experience - Share data, insights, and best practices to continuously enhance customer experience - Create Business Requirement Documents (BRDs) and Standard Operating Procedures (SOPs) - Establish and enforce customer experience guardrails, exception handling mechanisms, and business throttles - Proactively identify trends in customer experience metrics to prevent and address customer-impacting issues - Design and implement self-service options and customer service chatbot journeys to streamline problem resolution - Monitor the effectiveness of tools, gather customer feedback, and implement corrective actions - Manage projects and initiatives to ensure successful delivery Qualifications Required: - Graduate degree - Strong foundation in program management, stakeholder management, problem-solving, effective communication, and team building skills If you are passionate about driving customer-centric solutions and have a proactive approach to enhancing customer experience, we welcome you to join our dynamic Customer Experience team.,