What you need to know about the role
Your way to impact
- Strong problem-solving skills
- Comfortable in transforming data sets into actionable insights
- Comfortable with summarizing key initiatives and facilitating product updates/readouts to senior leadership
- Strong Product and Engineering relationship management a must
- Operational Excellence (specifically in product and policy integration) experience a plus
- Excellent analytical and numerical aptitudes
- Very strong written and verbal communication skills, with the professional confidence and credibility to effectively engage and interact with senior leaders.
- Proficient is MS Excel and MS PowerPoint
- Working knowledge in relevant reporting technologies: Tableau, Looker, MicroStrategy
- Ability to drive change and lead transformation within a dynamic organization
- Detail-oriented, conscientious, thorough, and accurate
- Ability to step back and analyze at a broader level, while still being detailed oriented, conscientious, thorough, and accurate
- Ability to work independently as well as in a team, manage ambiguity, think creatively and to flex depending on changing priorities and deadlines
Your day-to-day
- Advocate for improvement to the customer experience across the product, self-help, policy and customer service experiences.
- Identify customer pain points and execute against these directly or by framing up the pain points in a manner that product partners can execute against.
- Collaborate across cross functional teams (e.g., product management, engineering, UX design,Risk, operations) toidentify opportunities to improve the customer experience
- Ensure a smooth translation ofcustomer focused initiativesinto the product roadmap.
- Partner with data analytics resources to understand cost impacts of pain points and of the business opportunities to improve.
- Leverage data to build insights about business performance throughout the customer lifecycle.
- Support the creation of business cases to ensure prioritization of the changes needed.
- Provide the story behind the key performance metrics specific to the VOC tier 1 contacts.
- Support the analysis of the solutionsimplemented e.g.,impact assessment on customer effort as well as CSefficiency.
- Frame up and communicate (written and verbal) the opportunity in a succinct manner to senior leadership teams to advocate for sponsorship and investment.
What do you need to bring
- Bachelor’s degree in a related discipline
- Minimum of 5+ years Process Improvement/ Project Management operations/customer service experience within a multinational, fast moving operations
- Proven experience of delivering positive change in ways of working, through transformational projects.
- Experience in intake and ticketing processes
- Ideally has project management certification (e.g. PMI, Prince)
- Ideally has six sigma/lean qualification
- Highly experienced user of Microsoft Office tools
- Multi-lingual a plus
- People leadership a plus
Our Benefits:
Any general requests for consideration of your skills, please