CX Process Optimization Lead
1 month ago
We are seeking a highly skilled CX Process Optimization Lead to join our team at Bright City Talent. As a key member of our organization, you will be responsible for designing, optimizing, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey.
Key Responsibilities:- Client Journey & Process Optimization: Analyze and map the client journey to identify opportunities for improvement. Develop and implement strategies to streamline and enhance client experience processes, including process changes, digital journey improvements, or team upskilling and adoption.
- Client Experience and Process Analytics: Own the digital client journey and design and drive improvement delivery through different teams. Use data analytics to solve problems and ensure client experience gaps do not occur or are resolved efficiently.
- Client Advocate: Act as a client advocate within the organization, ensuring all departments are aligned with the client-centric approach. Encourage collaboration between teams to streamline the customer journey experience.
- Client Experience Training: Ensure client-facing teams are equipped with the training to deliver an outstanding client experience through the digital and staff-assisted client journey.
- Degree in Engineering, Business, Tech, or similar
- Thorough knowledge in Salesforce (or similar CRM Software), and project management tools
- 3+ years of experience in process design/optimization
- Worked with digital client journeys (sales and resale workflow)
- Ability to work on multiple projects simultaneously
- Excellent communicator and mobilizer
This role will suit a confident, experienced CX professional who has a techy or engineering background, who is able to harness the digital capabilities of Salesforce. Someone who comes from a fintech environment, able to move things forward at a rapid pace.
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CX Process Optimization Lead
2 months ago
Johannesburg, Gauteng, South Africa Bright City Talent Full timeCX Process Optimization LeadThe ideal candidate will be responsible for designing, optimizing, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey. This involves analyzing and mapping the client journey, identifying opportunities for improvement, and developing strategies to streamline and enhance client...
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CX Process Optimization Lead
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Johannesburg, Gauteng, South Africa Bright City Talent Full timeCX Process Optimization LeadThe ideal candidate will be responsible for designing, optimizing, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey.This innovative fintech company offers short-term lending solutions to SME clients and takes the client on both a digital and staff-assisted customer journey,...
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CX Process Optimization Lead
2 weeks ago
Johannesburg, Gauteng, South Africa Bright City Talent Full timeJob Title: CX Process Optimization LeadAbout the Role:The Customer Experience (CX) Process Optimization Lead at Bright City Talent will play a pivotal role in designing, optimizing, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey.This innovative fintech company offers short-term lending solutions to...
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CX Process Optimization Lead
2 months ago
Johannesburg, Gauteng, South Africa Bright City Talent Full timeAbout the RoleThe Customer Experience (CX) Process Optimization Leader will be responsible for designing, optimizing, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey.This innovative fintech company offers short-term lending solutions to SME clients and takes the client on both a digital and...
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