Senior Specialist, Customer Assistance, CX Center of Excellence

Overview

The Senior Specialist will support customer experience initiatives across Customer Assistance by contributing to Voice of the Customer programs, customer journey mapping, and industry benchmarking, thereby translating customer feedback and operational insights into process improvements that enhance service and customer satisfaction.

Responsibilities

• Customer Journey Mapping Support
• Develop and maintain customer journey maps and service blueprints across key customer service touchpoints.
• Facilitate cross-functional workshops to identify friction points, pain points, and process improvement opportunities.
• Visualize insights through journey maps, flowcharts, and service design artifacts that support positive change.
• Champion the customer perspective while balancing operational and business needs.
• Partner with analytics lead to translate data and feedback into actionable customer experience insights.
• Explore AI-enabled opportunities to improve journey mapping, insight generation, and customer experience outcomes.
• Voice of the Customer (VoC) Program Support
• Support VoC program operations, including survey distribution, monitoring, and feedback channel administration.
• Analyze customer feedback to identify trends, satisfaction drivers, and sentiment across channels.
• Prepare insight-driven reports and dashboards that keep the customer voice central to decision-making.
• Support closed-loop feedback processes by partnering with operational teams to address and act on customer insights.
• Benchmarking & Performance Tracking
• Conduct industry benchmarking to compare services and processes against best practices.

Qualifications

Required Education/Experience

• Associate's Degree and 5 years of work experience or
• Bachelor's Degree and 3 years of work experience or
• Master's Degree and 7 years of work experience

Relevant Work Experience

• 3-5 years in customer experience support, service design, customer analytics, or a business analyst role, required.
• Must have the ability to interpret customer feedback, organize unstructured data, and develop actionable insights, required.
• Must have experience handling multiple assignments, changing priorities and meeting tight deadlines, required.
• Experience developing customer journey maps, personas, or service blueprints, preferred.
• Familiarity with Voice of the Customer platforms and survey methodologies, including NPS and CSAT, preferred.

Licenses and Certifications

• Driver's License Required

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Strong written and verbal communication skills, , with experience working across cross-functional teams.
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.