Service Improvement Analyst

Are you ready to make a significant impact on our customer experience? Join us as a Service Improvement Analyst and become a vital member of our dedicated customer experience team!

In this exciting role, you'll be the voice of our customers, driving improvements across Customer Operations to ensure we provide a best-in-class experience. By fostering a culture of continuous improvement, you'll help facilitate change and ensure IRIS consistently delivers exceptional service. This dynamic position requires agility and quick thinking in a fast-paced environment as we respond to evolving business needs. If you are organised, thrive under pressure, and are passionate about enhancing customer satisfaction, this is the perfect opportunity for you!

What will you be doing?

As our Service Improvement Analyst, you will:

• Elevate Customer Experience: Proactively identify and implement strategies to enhance the customer experience, making a positive impact on our processes and systems.
• Align with Best Practices: Uphold customer experience best practices and maintain standardized work methods in line with ISO9001 standards.
• Collaborate for Solutions: Partner with various departments and stakeholders to tackle the root causes of customer issues effectively.
• Measure Success: Diligently measure and report on the effectiveness of all initiatives to ensure continuous improvement.
• Manage Knowledge Base: Oversee the governance of our internal Knowledge Base, ensuring it remains accurate and useful for the team.
• Enhance Service Cloud: Commit to continuously improving Service Cloud, our key customer-facing system, through testing, documentation, and execution of technical tasks.
• Fulfill Work Requests: Respond to work requests, including customer journey analysis and creating high-quality presentations.
• Support Projects: Assist with various projects and initiatives throughout the business, focusing on process and journey mapping for comprehensive service enhancement.

What are we looking for?

We want to hear from you if you possess:

• Project Planning & Process Improvement: A proven track record in project planning and implementing process improvements, showcasing your ability to enhance operational efficiency.
• Microsoft Office Proficiency: Strong skills in Microsoft Office applications, particularly Word, Excel, and PowerPoint.
• SharePoint & Asana Experience: Familiarity with SharePoint and Asana is a plus for organised project management.
• Data Analysis & Presentation: Confidence in analysing data to extract meaningful insights and presenting these findings effectively to stakeholders.
• Customer Focus: Strong written and verbal communication skills, ensuring clarity in meeting customer needs.
• Stakeholder Management: Confident in presenting information succinctly to stakeholders.
• Problem-Solving Skills: A proactive approach to resolving issues, guided by thorough data analysis.
• Customer Journey & Process Mapping: Proficient in documenting customer journeys and creating detailed process maps to enhance the customer experience.

Why Join Us?

• Career Development: Take your career to new heights with ample opportunities for professional growth and learning.
• Collaborative Environment: Be part of a friendly team that values your contributions and promotes innovation.
• Make an IMPACT: Play a crucial role in shaping a positive customer experience and contributing to IRIS's success.

If you're excited to step into a role where you can truly make a difference, we want to hear from you!

Apply Now! Don't miss out on this fantastic opportunity to advance your career with IRIS Software. Due to high demand, we encourage you to apply as soon as possible.