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Customer Experience Innovator

1 week ago

Hyderabad, Telangana, India Synchrony Full time

Responsibilities

  • Manage backlog for Async, e-Chat, and Secured Mail messaging channels, including owning and maintaining Jira Boards, creation of features and stories in JIRA, JIRA Align, defining requirements, acceptance criteria, dependencies, and any additional information required to DOR requests.
  • Ensure goals and KPIs are embedded in user stories, measured, monitored, and met.
  • Lead partnership with the Digital Customer Care (DCC) team to drive optimization and incorporate agent feedback into the applicable channels.
  • Develop and manage reporting across channels to ensure alignment on performance across all partners.
  • Coordinate with internal and external agile teams (e.g., IVA, Digital First, Credit, etc.) to ensure alignment and delivery of features by attending relevant team ceremonies and planning sessions.