Specialist, Service Development
4 days ago
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)
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