Assistant Manager, Service Development & Delivery

Customer Experience Analyst

Enhancing the overall customer experience for our service lines, with the ultimate goal of increasing customer satisfaction and loyalty. This person will be deeply involved in identifying gaps, and being part of projects and initiatives to bring about improvements to our service offerings.

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 analyze data across touchpoint and new initiatives to analyze 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)