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Customer Experience Automation Specialist
1 month ago
We are seeking a highly skilled CX Automation and Process Optimization Specialist to join our team at BCAA. As a key member of our customer experience team, you will play a critical role in advancing the transformation and modernization of our customer experience.
Key Responsibilities- Drive operational efficiency and expand self-service options for customers by leveraging technology, process optimization, and collaborating with internal and external stakeholders.
- Develop, implement, and operationalize automated workflows within our internal systems, leveraging existing tools such as Salesforce and Amazon Connect.
- Conduct testing and implementation of solutions developed by technical teams to improve efficiency.
- Identify trends and mitigate risks impacting consumer experience and team member workflows.
- Recommend and pilot new innovations, tools, and methodologies for process efficiency.
- Analyze operational and customer data using tools such as Power BI, Google Analytics, and Salesforce CRM Analytics.
- Develop mechanisms for incorporating customer feedback into process improvements and automation strategies.
- Provide actionable insights and recommendations based on data analysis to drive continuous optimization.
- Bachelor's Degree in Business Administration, Information Technology, Computer Science, or a related field.
- Minimum 3-5 years of experience in automation, process improvement, or a related role.
- Proficiency in Salesforce FSC, Amazon Connect, workflow automation, and CRM analytics.
- Demonstrated ability to drive operational efficiency and enhance customer self-service options.
- Experience with chatbot and virtual assistant implementation and enhancements.
- Certification in Salesforce or relevant automation tools.
- Experience in a customer service or customer experience transformation role.
- Familiarity with other automation and augmentation products.
- Knowledge of process improvement methodologies (e.g., Lean or Six Sigma).
The salary range for this position is $77,763.24 to $97,204.08, and is determined via job-related knowledge, skills, experience, certifications, market demand, and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 9%, with the opportunity to earn up to 15%.
