Customer Experience Transformation Lead
1 day ago
Our team is responsible for delivering exceptional customer experiences through streamlined processes and innovative solutions.
We drive operational efficiency, service quality, and business outcomes by designing, implementing, and continuously improving CX processes.
As a Process Excellence Specialist, you will lead the development of process blueprints, identify inefficiencies, and drive continuous improvement initiatives to enhance operational effectiveness.
You will collaborate with cross-functional teams to simplify workflows, implement automation, and establish robust quality frameworks.
This role requires strong analytical, problem-solving, and leadership skills to drive a culture of continuous improvement.
Key Responsibilities:- Define and document new processes, including workflows, SOPs, and performance metrics.
- Identify and analyze process gaps using Lean, Six Sigma, Value Stream Mapping (VSM), and Business Process Reengineering (BPR) techniques.
- Develop and execute continuous improvement initiatives to enhance efficiency and effectiveness.
- Collaborate with Product & Engineering teams to identify automation opportunities and reduce customer support contact.
- Establish quality standards, KPIs, and audit frameworks for CX processes.
- Conduct audits, analyze customer interactions, and ensure process adherence.
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