SUNPASS CUSTOMER JOURNEY SPECIALIST- 55012889

Sunpass Customer Journey Specialist

The Florida Department of Transportation is looking for a SunPass Customer Journey Specialist. This position will map and analyze end-to-end customer journeys across all channels (calls / chats, IVR, self-service), identify opportunities for improvement and escalate insights to the Customer Success Manager for action, identify customer-related trends and potential opportunities for operational efficiencies, services, procedures, and processes. Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC : Trust, Relationships, Respect, Empowerment, and Communication.

The successful candidate will have the following required knowledge, skills, and abilities :

• Knowledge of customer journey mapping, customer experience frameworks, and communications best practices
• Skills in verbal and written communication, data collection, documentation, and reporting, organizational and time management
• Ability to document and improve processes with a customer centric approach, interpret and consistently apply rules, regulations, policies, and procedures
• Ability to develop and interpret performance data and use this data to improve operational effectiveness and efficiency, present data insights to all levels of management
• Ability to manage multiple priorities independently, collaborate cross-functionally and drive alignment between vendors

The State's total compensation package for employees features a highly competitive set of employee benefits including : health insurance (over 90% employer paid), $25,000 life insurance policy (100% employer paid), dental, vision and supplemental insurances, State of Florida retirement package, 10 paid holidays a year, generous vacation and sick leave, career advancement opportunities, tuition waiver for public college courses, a variety of training opportunities, Employee Assistance Program (EAP).

For additional benefit information available to State of Florida employees, visit : https : / / www.mybenefits.myflorida.com /

You will be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS), unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

The Florida Department of Transportation values and supports employment of individuals with disabilities. Qualified individuals with disabilities are encouraged to apply. In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation's Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities. Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided. Please contact the Florida Department of Transportation's Human Resources Office at (850) 414-5300 for assistance.

The State of Florida is an Equal Opportunity Employer / Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and / or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.