Customer Experience - Team Member- West

<p class="MsoNormal">• Voice of Customer (VoC) Programs</p> <p class="MsoNormal">Design and execute CX initiatives to capture NPS, CSAT, and App feedback across key customer touchpoints.</p> <p class="MsoNormal">• Survey & Event Design</p> <p class="MsoNormal">Collaborate with Salesforce and product teams to define event triggers and craft effective survey questions.</p> <p class="MsoNormal">• Feedback Analysis</p> <p class="MsoNormal">Analyze structured and unstructured customer feedback to generate actionable insights and build a comprehensive VoC narrative.</p> <p class="MsoNormal">• CX Reporting & Insights</p> <p class="MsoNormal">Develop regular reports and dashboards on customer attributes such as category, order placement, and funds transferred, tying feedback to behaviors and lifecycle stages.</p> <p class="MsoNormal">• CX Forums & Stakeholder Engagement</p> <p class="MsoNormal">Facilitate cross-functional CX forums with business leaders, ensuring alignment on key issues and opportunities.</p> <p class="MsoNormal">• Journey Improvements</p> <p class="MsoNormal">Partner with product managers to embed customer-centric design into end-to-end journeys, addressing friction points and improving overall experience.</p> <p class="MsoNormal">• Contact Ratio Analysis & Deflection Strategy</p> <p class="MsoNormal">Analyze contact ratios and identify high-volume drivers. Work closely with chat and IVR product leads to suggest self-service deflection points, reduce contact volumes, and improve resolution efficiency.</p> <p class="MsoNormal">• CX Enablement for CS & Sales</p> <p class="MsoNormal">Collaborate with Customer Service and Sales teams to co-create and run programs that enhance customer satisfaction and reduce effort.</p> <p class="MsoNormal">• Influence Product Strategy</p> <p class="MsoNormal">Act as the customer advocate in product discussions, ensuring that customer experience insights shape roadmaps and prioritization.</p> <p class="MsoNormal"> </p>