Customer Experience Strategist
We are seeking a seasoned customer experience strategist to drive the design and delivery of improved customer service experiences by leveraging customer insights and data.
The successful candidate will champion business process improvement, employing a sound understanding of how invested technologies can be used to enhance internal processes and customer experiences.
* Foster an innovative culture within the team by mentoring members in taking ownership of their processes and leveraging technology to improve efficiency.
* Support or lead change management initiatives to promote adoption and realisation of platform value.
* Lead the design and implementation of customer research activities to track sentiment, inform strategy, and enhance service delivery.
Key qualifications include a Bachelor's degree in Business, Information Systems, or a related field, proven experience as a Product Owner, Product Manager, or similar role with Salesforce, and strong understanding of CRM, case management, and billing processes.
The ideal candidate will have excellent communication and project management skills, with the ability to work collaboratively with cross-functional teams. They will also possess a strong analytical mindset, with the capacity to interpret complex data and develop actionable insights.