Customer Experience Lead

As a Customer Experience Lead, you will be responsible for creating an excellent customer experience in our automated IVR and Chat systems through design and optimization. You will also be responsible for defining reporting requirements and analyzing data to drive self-service and customer experience improvement. The ideal candidate has a track record of designing and implementing effective customer experiences, excellent project management skills, and experience in IVR and chat engagement channels.Accelerate transformation of the Brightspeed customer experience in voice and chat platforms by designing intuitive automated flows and strategizing cross-functionally to ensure smooth implementation.Identify opportunities and proactively champion best in class self-service across IVR, chat and chatbot engagement channels.Create data driven strategies and testing based on analysis of qualitative and quantitative data.Define reporting requirements and analyze them to drive self-service and customer experience scores improvement and read out to leadership.Maintain a current understanding of organizational branding and ensure customer chat and voice systems meet and exceed these standards.Build foundational quality processes, disciplines, and drive sustained execution through every step of the customer journey.Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.Identify potential linkages of data between engagement channels and sales agent systems to drive improved resolution of customer call intent.Perform periodical quality assurance testing of voice and chatbot experience; collaborate internally to turn feedback into actionable enhancements.This is intended to be an overview and not a comprehensive list; you may perform other duties as requested over time.