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root cause analysis customer journey mapping ai tools csat sops📋 Description
- Own CX projects end-to-end, from gaps to solutions for customers and agents.
- Collaborate with cross-functional teams to standardize CX support across the company.
- Use data to influence improvements to CSAT, TTR, and self-resolution metrics.
- Map requirements and develop CX processes for new features/releases.
- Create and enhance support processes to ensure consistent CX strategy execution.
- Analyze customer feedback and perform root-cause analysis to drive improvements.
🎯 Requirements
- Deep curiosity about the full customer journey; translate data into insights for stakeholders.
- Ability to own projects end-to-end in growing teams.
- Experience mapping customer needs and pain points to improve CX.
- Translate customer data into actionable narratives for cross-functional teams.
- Familiarity with using AI tools to improve CX efficiency and scale support.
- Excellent collaboration with Product, Ops, and Knowledge Management to drive CX improvements.
🎁 Benefits
- Equity compensation
- Medical, Dental, and Vision coverage
- HSA / FSA
- 401K
- Work-from-Home Stipend
- Therapy Reimbursement
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