Customer Journey Specialist (Blue Ash, OH)

About the position

A Customer Journey Specialist is the subject matter expert, responsible for driving the continuous improvement of the customer experience. The Customer Journey Specialist is responsible for developing best practices and continuously improving processes to measure, monitor, and optimize the customer experience. A Customer Journey Specialist uses a variety of data points (including customer, operational, risk, etc.) to identify opportunities and customer pain points, to drive collaboration with cross-functional teams to improve the overall customer experience. They will drive collaboration across internal teams, peers, and external partners to improve customer experience across the organization, working to streamline and scale solutions across all products and channels, focusing on process automation and increasing customer self-serve options.

Responsibilities

• Be a subject matter expert of assigned journey and performance, mapping sub journeys, flows, logic, and business rules.
• Develop and maintain journey scorecards, monitor/research activity and trends to ensure LOBs are performing to meet or exceed documented KPIs/KRIs.
• Use a variety of data to identify and prioritize journey opportunities for improvement.
• Understand products, our customers, and their behavior. This is key to ensuring self-service options are leveraged to meet customer needs and expectations.
• Maintain documentation of flows, business rules, requirements, and changes.
• Gather, track, analyze and work to eliminate customer feedback and pain points.
• Drive cross-functional collaboration to develop optimal solutions, establish initiative requirements, and ensure solutions are implemented as expected.
• Work to streamline and scale experience across channels and products (web, app, CRM, IVR).
• Drive process automation and digitization, elimination of manual work steps for customer, agent, and internal LOBs. Reduce error prone processes and steps.
• Complete and respond to Remediation tickets as assigned.
• Leading projects or initiatives to close process gaps through the lens of continuous improvement and the customer's journey.

Requirements

• Bachelor's degree in technical program or project management or equivalent work experience.
• 3 years minimum with Customer Experience.
• 2 years minimum experience with self-service technologies.
• Exceptional at understanding customer experience with strong ability to combine product knowledge, data and creativity to build solutions to business challenges.
• Comfortable working with data and understanding data. Ability to create and present executive facing presentations, to tell a compelling story with data.
• Diplomatic and collaborative attitude, team player able to motivate others to meet and exceed business expectations.
• Excellent analytical, written, and verbal communication skills.

Nice-to-haves

• Knowledge and experience within the banking and/or financial industry.
• Knowledge and experience with Salesforce, PegaSystems and Twilio.
• Knowledge of other Self-service technologies like UJET, Zendesk and others.
• Strong understanding of Self-Service technology, functionalities, and concepts.