Customer experience senior specialistConverge ICT Solutions Inc.,

Job Qualifications:
At least 2 years experience working in a sales and service based role in a call center or retail environment;
Experience in a high volume and fast-paced environment which is structured and monitored;
Six Sigma certification an advantage with at least 2 years of working experience in Continuous Improvement, Change Management, Process Improvement, or Project Management
Experience in analyzing and reporting data
Experience in coaching, managing, mentoring role
Degree holder from a reputable institution of higher learning preferred
Proficient with various office productivity applications particularly Excel and PowerPoint
Job Descriptions :
Understand true customer demand and fluctuation in volume and CXP performance
· Review output of evaluations of the Quality teams on a monthly basis to identify and articulate changes in performance
· Assess volume and performance against known and expected initiatives
Prioritize root cause analytics against volume, churn, and performance
· Review current priorities on a monthly basis
· Monitor and assess CXP program plan to ensure key analytical and improvement activities are on track
Using a forensic and methodical approach to analyze and conduct high-level root cause analysis to explain volume or performance
· Develop a high-level view of customer and business insights per customer demand
· Develop prioritization of detailed root assessment and initial hypothesis
· Deliver a phase 1 summary of insights for further insights or handover to the Product Development and Improvement team.
Identify key product and process pain points that drive the need for customer effort
· Assess product configuration against customer experience to identify drivers of customer pain and effort
· Partner with other teams to surface pain points identified per demand, both as a reactive improvement opportunity as well as shaping future design
· Identify process and system-related issues that can be fed into an ongoing continuous improvement program
· Deliver a clear summary of pain points and opportunities with clearly defined problem statements, proposed solutions, and capital requirements, and an articulated return on investment