Service Design

RESPONSIBILITIES:

• Design and build process, procedures, and agent workflows to create intentional and delightful interactions with our Member Support team ensuring standard work and continuous improvement at scale
• Recognize and solve gaps in our current Support design offering and optimize tools to craft optimal Member experiences and drive team efficiency.
• Develop controls and risk mitigation strategies to ensure business continuity and prevent service failures
• Work with cross-functional teams to communicate the voice of the Member and inform business owners the Member impact of proposed changes
• Obsess over every touchpoint of the Member experience with a Members-First design
• Create a reporting mechanism to department leaders on agent efficiency to measure Member Support teams performance and identify opportunities for improvements
• Leverage data to set standards for Member effort and agent performance
• Partner with dependent functions to fully implement work products – Knowledge Base, Learning, Quality, Coaching, and OS Partners

QUALIFICATIONS:

• Minimum of two years experience in a customer-facing service role
• Understanding of system architecture, data management, and integrations
• Demonstrated interest in leading projects and programs that involve multiple stakeholders, comfortable collaborating with agile/scrum teams.
• Strong quantitative, analytical, and problem-solving skills
• Ability to work collaboratively in a team environment
• Effective oral, presentation, and written communication skills
• Risk management, standards, and policies formulation experience preferred
• Project Management and Six Sigma experience preferred