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•Implement and innovate future media channels for faster more efficient communications (IVR, voice recognition, virtual assistance)
•Partner across departments to identify synergies
•Proactively identify process gaps/opportunities for executive and customer experience driven strategic initiatives within our customer contact channels
•Drive performance improvement through improved end-to-end process design and management
•Promote more effective use of existing tools and processes (and eliminate those that are not used or are ineffectual)
•Identify and support the development of new capabilities
•Identify ways to significantly improve the customer
•Gather, model and analyze data to test hypotheses and size opportunities of major change and process improvement projects within our customer contact channels
•Develop, refine and drive recommended solutions to address issues and capture opportunities.
•Draft presentations to summarize key findings and recommendations, and take part in the syndication process to senior management.
•Partner with stakeholders and technology teams in all activities including the creation and launch of tactical implementation plans.
•Help develop and mentor other process improvement analysts on the team
•Ability to recognize opportunities between technical applications delivering an omni channel experience
5+ years’ experience implementing large-scale initiatives that impact customer experience
Project management skills - Candidate must be able to scope projects, create workable project plans and execute on such plans. Employee may be staffed on multiple projects simultaneously, so the ability to balance competing priorities and appropriately set expectations is key.
Candidates must be able to credibly collaborate between the operational business stakeholders and technology teams
Telephony experience would be a plus
•Thought-leadership / Problem solving skills - Candidate must demonstrate end-to-end generalist problem solving skills, including the ability to define and deconstruct problems, identify and prioritize key customer issues
•Analytic skills - gather data, structure and execute quantitative and qualitative analyses, financial modeling, perform competitor/industry research, conduct interviews, synthesize findings, and develop actionable recommendations.
Client management skills - Candidate must demonstrate the ability to closely partner with senior and line managers, other key stakeholders, and S&PI colleagues on projects. Collaboration with business partners will be critical to ensuring successful project delivery.
•Communications and influencing skills - Candidate must possess excellent written and oral communications skills.
•Teamwork skills - Candidate must be flexible in his/her work style and be able to partner with stakeholders and colleagues at all levels.
•Tools – Ideal candidates would be functional with MS Excel, PowerPoint, Visio or iGrafx, and other Microsoft Office applications.
•Personal traits - Candidate must be a results-focused, highly-motivated, self-starter.
•Voice enabled experience a plus
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