About this role
The Senior Specialist will support customer experience initiatives across Customer Assistance by contributing to Voice of the Customer programs, customer journey mapping, and industry benchmarking, thereby translating customer feedback and operational insights into process improvements that enhance service and customer satisfaction.
Required Education/Experience
- Associate's Degree and 5 years of work experience or
- Bachelor's Degree and 3 years of work experience or
- Master's Degree and 7 years of work experience
Relevant Work Experience
- 3-5 years in customer experience support, service design, customer analytics, or a business analyst role, required.
- Must have the ability to interpret customer feedback, organize unstructured data, and develop actionable insights, required.
- Must have experience handling multiple assignments, changing priorities and meeting tight deadlines, required.
- Experience developing customer journey maps, personas, or service blueprints, preferred.
- Familiarity with Voice of the Customer platforms and survey methodologies, including NPS and CSAT, preferred.
Licenses and Certifications
- Driver's License Required
Additional Physical Demands
- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
- Strong written and verbal communication skills, , with experience working across cross-functional teams.
- Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.