CX Programs Sr. Associate

Responsibilities:

• Design, iterate, and improve the end-to-end customer experience based on deep understanding of needs and pain points.
• Support CX readiness for new releases by developing processes and ensuring timely implementation.
• Create and enhance support processes to provide consistent strategy execution and improve customer satisfaction.

Project and Analysis:

• Own projects end-to-end, from identifying gaps to driving solutions that benefit both customers and support agents.
• Analyze customer feedback and performance data to conduct root cause analysis and align teams via insight readouts.
• Partner with Knowledge Management to ensure SOP clarity and usability for all support operations.

Collaboration and Enablement:

• Collaborate closely with cross-functional teams to implement customer-centric product and process improvements.
• Advocate for the customer when working with Product and Operations teams to shape great experiences.
• Leverage AI tools to improve team efficiency, reduce resolution times, and scale support operations effectively.