Service Center
CSCS TX
ESSENTIAL JOB DUTIES :
- Establish deep knowledge of Caliber Collision stakeholders and develop best-in-class UX solutions to address business needs
- Establish, test, validate and optimize user journeys within current and future tech stack; create roadmaps, detailed project plans and phased initiatives to support UX advancements in accordance with enterprise business goals
- Partner with Customer Success Team and Intake Management leadership to develop best-in-class customer flows and write / optimize scripts for call center agents, virtual agents and chats (bot and human) to accomplish containment objectives and business KPIs
- Focusing on ROI, build campaign and project pacing to achieve ideal-state customer journey and containment objectives
- Partner on call center / website technology stack capabilities and build technology requirements for campaign execution and optimizations;
work closely with Customer Success Team and IT team to collaborate on development and QA testing needs
- Lead and participate in collaborative cross-functional teams to consistently deliver intentional user experiences across channels and audience touchpoints
- Leverage insights, IT, Customer Success and Finance teams to identify and improve user experiences with highest possible ROI impact
- Act as user experience expert in digital and physical spaces when collaborating with internal teams, technology partners, client partners and other key stakeholders
- Using data and expertise to challenge current processes with a test and learn mindset; Maintain up-to-date knowledge on UX / UI best practices to seek, implement and measure better solutions
ABILITY / SKILLS / KNOWLEDGE :
- Familiar with NICE Incontact, dotCMS, Optimize AI, Cognigy, Call Center and CRM best practices
- Proven quantitative and analytical skills; should be extremely comfortable with Excel, Google Analytics and other analytical tools
- Experience with leveraging and optimizing multiple disparate technology solutions internally and externally, across vendor partners
- Experience with UX planning and architecture software (Lucidchart, Visio, Figma, etc.)
- Experience with planning and executing CX and UX assessments and improvements
- Curiosity around ever-changing user behavior and consumer insights; ability to hypothesize, partner in research / testing, analyze results and apply key learnings
- Proven ability to partner across internal and external teams, especially with IT; to prioritize, evaluate, integrate and optimize consumer-oriented technologies
- Excellent communication and project management capabilities; this role will work across multiple brands and interact with many stakeholders at all levels of the company
- Self-accountable, proactive, optimistic, strategic and able to execute someone who wants to create positive change for our customers
QUALIFICATIONS :
- Bachelors in Marketing, Technology, Business, User Experience, Information Architecture, or related degree
- Minimum 3 years experience developing and implementing customer journeys; solid track record of successfully creating and optimizing online and offline experiences
- Customer Success Team leadership experience ideal; Past experience developing agent (both human and virtual) scripting with an ear for brand tone, voice and sentiment
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