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The Senior Consumer Experience Professional ensures optimized interaction between a company and members. The Senior Consumer Experience Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.
Be a part of our Business Management Organization – delivering value and quality in a fast paced environment. The Senior Consumer Experience Professional focusing on service readiness will oversee the creation and ongoing execution of service readiness programs for Enterprise Shared Services. This role is focused on ensuring change efforts introduced to our Contact Centers are executed and delivered flawlessly; meeting expected outcomes and driving results.
We are seeking a Senior Consumer Experience Professional who will be responsible for the following:
Development of the operational readiness framework in alignment with project requirements
Work closely with multiple organizations to develop and evaluate service readiness.
Act as a champion for Operations relating to new service adoption ensuring that defined process and procedure is being followed.
Creation of readiness artifacts including communications plans, training plans, and stakeholder management plans
Measure success metrics, and change progress, and feedback loops
Ensure product delivery meets required experience and value to business.
5+ years of consumer experience knowledge
1+ years understanding of operational readiness principles
1+ years' experience with change management
Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access
Ability to interpret assignments and understand department strategy
Excellent time management skills
Experience making decisions and working independently with little supervision
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Training and development experience
Future travel may be involved.
Our Hiring Process
As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called Modern Hire. Modern Hire Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.
If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews
If you have additional questions regarding this role posting and are an Internal Candidate, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.
Scheduled Weekly Hours
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