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High due to Tier-1 brand, remote role, generalist process/CX title, and mid-level experience requirement.
Medium: CX and process-improvement skills are transferable, though VoC and cancellations domain knowledge matters.
Medium: requires 2+ years, CX/process improvement experience and preferred data/tool skills but no rigid certifications.
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Own the collection, analysis, and interpretation of Voice of Customer (VoC) insights to identify and resolve major customer pain points such as DSAT, repeats, cancellations.
Redesign and improve customer journeys, workflows, policies, and internal tools to reduce customer effort and enhance experience, monitoring key indicators (Cancellations, DSATs, Repeats, Compliance).
Collaborate cross-functionally with teams like Delivery, Training, and Quality to translate customer insights into actionable business improvements and continuous customer experience enhancements.
Minimum 2+ years experience in customer experience (CX), operations, or process improvement roles with relevant domain expertise.
Strong data-driven analytical skills with ability to analyze complex datasets and translate insights into business improvements; proficiency with data analysis and BI tools preferred (Excel, SQL, Power BI/Tableau).
Experience in process mapping, process re-engineering, continuous improvement methodologies such as Lean or Six Sigma (preferred).
Work Experience Required: 2+ years; Notice Period: Not explicitly mentioned in the JD.
Experienced in identifying customer issues through data and transforming insights into scalable process and system improvements focused on customer-centric outcomes.
Comfortable working autonomously in a remote environment, driving cross-functional collaboration to implement solutions impacting customer experience and operational metrics.
Strong understanding of operational workflows and ability to evaluate tools and policies from a customer perspective, delivering measurable reduction in customer effort and improved experience.