Customer Experience Officer-Journey Optimization
Qualified candidates, please attach resume when applying.
Our client, a global Financial Services Company, is seeking a Customer Experience Officer, in their New York office. In this position you will be part of the Customer Experience team, and will define existing customer’s end-to-end journey maps and optimize these journeys incorporating customer insights, experiences, and opinions.
Develop and redesign multichannel customer journeys, working with the client and operational teams towards detailed and deliverable service blueprints and process optimization.
Drive benefits delivery through a program of improvement initiatives, quantifying customer experience and contact reduction
Apply design thinking, six-sigma in collaborative environments to innovate and improve the service experience
Design with data, overlay robust data and insight across journeys.
Analyze root cause of key drivers of failures and customer dissatisfaction ensuring we focus on the right areas to improve our business
Develop failure demand measurement and surface into dashboards providing the ability to track the benefit of each change
Manage the cost/benefit profile of each initiative within the Consumer portfolio
Leveraging Voice of the Customer, identify key areas of opportunity for improvement and low-hanging fruit.
Define and set up KPIs and SLAs
Qualifications and Requirements:
Bachelor’s Degree; major in Industrial Engineering, Business Administration, or similar preferred
3+ years’ experience working within a similar customer journey process improvement role; 5+ years’ experience and knowledge of bank sales and service function
Six Sigma Green Belt training and exposure to Robotic Process Automation