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.

Responsibilities

Customer Experience Analysis

• Develop and maintain comprehensive customer journey maps for service lines, segmenting by persona to identify critical touchpoints and pain points.
• Conduct in-depth root cause analysis of service processes and customer feedback to pinpoint areas for improvement.
• Rationalize and prioritize feature requests from customers, evaluating their potential impact on customer satisfaction and business goals.

Service Design & Improvement

• Design and scope new features or enhancements that directly address customer needs and improve the overall service journey.
• Develop project charters to document the business case, objectives, scope, process, and success criteria for all new feature developments.
• Manage feature development timelines and resource allocation, working closely with Tech teams and external vendors to ensure seamless implementation.
• Oversee testing results and quality assurance to ensure new solutions meet all requirements and function as intended.
• Create training materials and guides for internal teams (e.g., Operations, Sales, IT) to ensure a smooth rollout of new features and processes.

Go-to-Market Initiatives

• Develop clear communication materials for internal stakeholders, providing essential information on new product developments and service enhancements.
• Collaborate with Marketing and Communications to create external messaging that effectively communicates service improvements and changes to customers.
• Partner with Business Development and Sales to create and execute marketing campaigns aimed at driving service adoption and revenue growth.

Requirements

• Minimum 3 years experience in a customer experience, product management, or a similar role.
• Strong analytical and problem-solving skills, with the ability to turn data into actionable insights.
• Excellent project management skills and the ability to manage multiple projects simultaneously.
• Exceptional communication and collaboration skills, with a track record of working effectively with cross-functional teams.
• Experience in designing and mapping user journeys and service processes.
• A proactive and results-oriented mindset with a focus on delivering value to the customer.