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Experience Improvement Specialist
1 semana atrás
We are looking for an Experience Improvement Specialist to join our team. As a Process Manager in the Customer Excellence Process & Platform Team, you will be responsible for analyzing customer inquiries and implementing process improvements to reduce contact rates and enhance customer experience.
Your role will involve working closely with cross-functional teams to streamline workflows and improve operational efficiency. You will analyze key performance metrics, identify inefficiencies, and implement scalable solutions that align with business goals.
Key Responsibilities:
- Analyze Customer Inquiries – Identify root causes of customer inquiries and implement process improvements to reduce contact rates.
- Implement Scalable Solutions – Develop and implement process improvements that reduce customer effort and improve service quality.
- Collaborate Across Teams – Work with cross-functional teams to ensure that process changes align with business needs and technical capabilities.
- Analyze and Interpret Key Metrics – Track and analyze customer support KPIs (e.g., contact per order, resolution time, escalation rates) to drive continuous improvement.
