Consultant - Cust Experience in Work From Home at Windstream

Date Posted: 10/30/2021

Job Snapshot

Job Description

Job ID:21005441

Process and Performance is an overarching support function for the Customer Support organization.  A customer experience consultant is responsible for the process development, support and management of key initiatives for the Customer Support organization that will increase revenue on the network, enable cost savings via call deflection and portal adoption momentum, minimize intervals, maximize operational efficiencies, and improve our Customer Experience. 

The role requires excellent interpersonal skills, verbal and written communication, the ability to facilitate / lead focus groups as well as a full range of the project management responsibilities from analysis and requirements definition through implementation, monitoring, and controls.

Key Functions/Responsibilities:

  • Project Management of Customer Support specific initiatives driving process efficiencies, decreased interval, improved customer communications, assured ticket quality, and improved Customer Experience.
    • Ensure all requirements are properly documented and communicated 
    • Define comprehensive business process, perform in-depth work analysis, and map the process flow
    • Plan, coordinate and monitor the project tasks and activities for the Customer Support Organization
    • Manage projects to meet organizational project objectives and timelines
    • Conduct internal assessments and process audits
    • Evaluate, prepare, maintain, and publish management status reports, progress tracking reports, meeting minutes, obstacles / delay notifications and other documentation
    • Develop test criteria, plan for implementation, and participate in the execution of the test plan
    • Establish success indicators and define reporting requirements
    • Archive appropriate records
  • Strategic planning for Customer Support requirements. Determine the impact to Care & Repair and the rest of the organization in terms of scale, scope, process impact, planning, development, testing, and prioritization.
  • Through Customer Experience and internal performance data listening posts, analyze and trend data insights to action opportunities for the business needs.
  • Partnering with all areas of the business as required and the functional Care & Repair management team to create sound performance metrics (measures), reporting and process.
  • Cross functional representation of Care and Repair in new product project teams.
  • Responsible for documentation of any new process or product, from the Care and Repair perspective.
  • Facilitation of user acceptance testing required by the organization for new products or systems enhancements.
  • Responsible for communications within the Care and Repair organization, as well as out to the broader organization, on behalf of Care and Repair.

Specific Competencies:

  • Desire to learn new skills, be challenged and have growth potential
  • Must be able to work independently with minimal guidance
  • Solid organizational and time management skills
  • Ability to manage through multiple initiatives and projects simultaneously
  • Strong Analytical ability to help drive business performance and identify trending and cross correlation of different data points such as call drivers, escalations, quality assurance insights, and voice of the customer data to identify top improvement opportunities
  • Cross functional knowledge that lends itself to interpret and understand impacts of any change to the Care or Service Assurance organization
  • Ability to work in a fast paced, team environment
  • Ability to document process and communicate any changes or rollouts effectively
  • Ability to facilitate discussions and delegate action items and responsibilities effectively
  • Strong presentation and public speaking skills



Job Qualification/Experience:

  • Preferred bachelor’s degree and 1-3 years professional level experience; or 5+ years professional level related experience; or an equivalent combination of education and professional level related experience required.
  • Formal education in business related field, customer experience methods, and process improvement management training is preferred
  • Project Management experience is required
  • Technical proficiency in Windows, Visio, Word, Excel, Project and Microsoft Office required
  • Excellent oral and written communication skills required

Hours:

  • General business hours
  • Ability to work overtime and be flexible to meet deadlines for our customers

Job Requirements

Minimum Requirements: College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9 years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.