Specialist, Service Development & Delivery - #1121048

Customer Experience Data Analysis

• Develop and update customer journey maps by helping to gather and organize data across various touchpoints

• Analyze and synthesize customer feedback from surveys, support tickets, and internal departments to identify trends and pain points

• Prepare reports and presentations that summarize findings and propose potential solutions

• Collect and Analyse data across touchpoint and new initiatives to analyse customers behavior and trends, identifying potential gaps to be addressed

Project Coordination & Implementation

• Assist in the creation and documentation of project charters for new features and enhancements

• Coordinate across cross-functional teams like Tech, Operations, and Sales to ensure project tasks are on track

• Testing of new enhancements and features to ensure operational readiness

• Support the manager in managing project timelines and tracking progress

• Assist in conducting and providing materials for training sessions on new features for internal teams

Go-to-Market initiatives:

• Draft content for internal and external communications about service enhancements

• Assist in the execution of marketing campaigns by coordinating with the Marketing and Sales teams

• Support day-to-day product operations, including gathering information for pricing updates and tracking revenue data

Requirements

• Minimum of 2 years’ experience

• Analytical, critical thinker and problem-solving skills

• Good interpersonal and communication skills

• Team player, Stakeholder management and self-motivated

• Knowledge of project management methodologies (Agile, Lean Six Sigma would be a plus)