Location
Chennai | India
Job description
This role will support customer query journey analysis and develop strategy for a seamless and queryless customer journey. The role requires conceptual and practical expertise in the process excellence area.
Responsibilities
Customer Journey Management
- Be responsible for reviewing the customer journeys on journal portfolio.
- Monitor and understand trends, bottlenecks, and anomalies in customer queries. To identify key issues, offer deep insights to create more meaningful conclusions.
- Develop strategies per query channel and execute the same to drive queryless customer journey by eventual reduction in query per submission.
- Help researcher support agents deliver high standard of support and service to customers to maximise their satisfaction.
Process discovery and build quality project pipeline.
- Collaborate with various stakeholders in Journal Operations to identify areas, workflows and processes that are non-value add.
- Troubleshoot problems related to the broken workflows.
- Build a solid roadmap of improvement opportunities that could feed into Project Management pipeline as well as hold the right people accountable for solving these issues.
- Be accountable for the delivery of identified opportunities, trainings and mitigate process bottlenecks.
- Maintain, compile, analyze, and report metrics of improvement projects.
- Offer inputs to RS agent trainings to uphold the precision in process adherence.
- Use problem-solving, critical thinking skills, and independent thinking to overcome challenges.
Communication Champions the Change
- Create an engaging communication channel that reaches everyone in JOps to showcase our focus on improving the CX, the progress being made through the projects and initiatives that are being rolled out.
- Work collaboratively and conscientiously, and openly demonstrate a positive and constructive approach to feedback and conflict.
- Facilitate innovation, problem-solving (CI), and process improvement workshops and events to challenge status quo.
- Effectively manage change and conflict during process fixing and deployment.
Engagement and Self Development
- Complete adhoc training with small groups to support improved query handling techniques using examples of dissatisfied surveys as case-studies that can feed into the RS training program.
- Advocate and encourage completion of existing training programs that support the development of customer service skills such as STAR, Intuitive Customer Program, CX Essentials etc.
- Use training and self-development resources to drive own development; guide individuals leading CX projects.
- Act as a subject matter expert and a catalyst supporting innovation, projects and initiatives facilitated by RP, STMJ, APS, and other project groups.
Requirements
Functional and Technical Competencies
- Strong understanding of the editorial and production processes
- Reporting and data analytical skills
- Demonstrated project management skills using Lean Six Sigma and CI initiatives.
- Results focused across multiple teams.
- Strong organisation and planning skills
- Stakeholder management and influencing skills through clear and persuasive communication.
- Ability to lead and run process improvement workshops.
- Proven experience of providing best in class customer service through previous roles
Education, Knowledge, Skills and Experiences
- Project management qualification such as PRINCE2, L6S, Agile, or equivalent
- Minimum of 5 years experience within the publication process
- Excellent verbal and written communication skills.
- Ability to foster collaboration within and across teams, divisions, and regions, and integrate different viewpoints.
- Highly self-motivated individual with passion and enthusiasm for transformation.
- Strong analytical and logical reasoning capabilities.
Job tags
Salary
