Customer Experience Specialist

Position - Customer Experience Specialist

Job Summary

To further our mission in enhancing our customer experience, we are looking for a talented and detail-oriented Customer Experience Specialist who will be responsible for investigating, documenting, and improving existing processes while ensuring a superior customer experience. The successful candidate should have knowledge in process mapping, proficiency in tools like Mural and Visio, a curious and personable nature, keen attention to detail, and a track record in timely delivery of projects.

Process Analysis and Documentation:

• Conduct thorough investigations into existing customer experience processes within Muve Conveyancing.
• Collaborate with cross-functional teams to understand current workflows and gather relevant data.
• Utilise process mapping techniques to visually represent existing processes using tools like Mural and Visio.
• Document current processes, identifying pain points, bottlenecks, and areas for improvement.

Process Improvement Projects:

• Actively participate in cross-functional projects aimed at enhancing the customer experience.
• Propose and support the implementation of process improvements based on your analysis and findings.
• Develop comprehensive documentation for the new and improved processes, including process maps and manuals.

Continuous Monitoring and Feedback:

• Continuously monitor and evaluate the effectiveness of implemented processes.
• Solicit feedback from internal teams and clients to identify areas for further improvement.
• Stay up to date with industry trends and best practices to drive innovation in customer experience processes.

Requirement & Experience

• Proven experience in process mapping, process improvement, or similar roles.
• Proficiency in process mapping tools such as Mural and Visio.
• Strong analytical skills with exceptional attention to detail.
• Excellent communication and interpersonal skills, with the ability to work effectively in cross-functional teams.
• Curiosity and a passion for understanding and improving customer experiences.
• Ability to manage multiple projects simultaneously and deliver results on time.

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