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The role of a change and customer experience lead is to:
- facilitate the technology change process, including ensuring team members follow the process end to end and changes are communicated properly.
- identify opportunities to increase customer satisfaction and loyalty through assessment of processes, identifying and measuring quality assurance metrics, and facilitating a continuous improvement lifecycle.
Essential Duties and Responsibilities:
Technology Change Management
- Facilitate weekly change and post implementation review meetings.
- Assess change management process and corresponding workflow within Service Now to identify opportunities.
- Govern process to ensure change requests are managed appropriately and following the standard operating procedures.
- Identify key performance indicators to measure technology changes, including adherence to the process
Customer Experience
- Champion opportunities to consistently improve the AIM experience.
- Manage ticket SLAs by using reporting metrics.
- Map the customer journey and identify opportunities to proactively intervene on the client’s behalf.
- Lead the Breach Ticket meetings.
- Provide quality assurance of calls and tickets.
- Review and analyze customer surveys.
- Train and supervise technicians on customer service results and improvements.
Qualifications and Requirements:
- ITIL V4 certified
- Excellent communication, interpersonal, and customer service skills
- Ability to lead without authority
- Critical thinking, data analysis and problem solving skills
- A passion for customer satisfaction
- Time management skills
- Experience using Service Now or similar CRM
- Experience with technology change management processes
Job Type: Full-time
Pay: $15.00 - $25.00 per hour
Schedule:
- 8 hour shift
Experience:
- ITIL V4 certified: 1 year (Required)
- Excellent communication and customer service skills: 1 year (Preferred)
- Critical thinking, data analysis: 1 year (Preferred)
- technology change management processes: 1 year (Preferred)
Work Location: Remote
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