Offer summary

Qualifications:

Bachelor's degree required., 4 years of experience in business process modeling and customer experience programs., Experience supporting a multi-tier service desk for 4 years., Proficiency in business intelligence tools like Power BI for at least 4 years..

Key responsabilities:

Design and organize processes around customer feedback.

Integrate customer data to generate insights for team collaboration.

Direct and oversee training and help desk functions as needed.

Ensure quality assurance and coordinate with analysts and technical teams.

Job description

Customer Experience Lead
Location: Remote
Salary: $65-85k
Sabot Consulting is seeking a qualified Customer Experience Lead to assist in the design and process development of test procedures for a new feedback system. This system involves both internal employee and external customer feedback where this candidate will lead in capturing, understanding, and responding on a frequent basis. This role will be concerned both with creating a voice of the customer function and operationalizing insights and experiments back in the program and project.

Responsibilities:

They design and organize processes and information around the customer
Integrate customer data to create useful insights that are shared across the teams and increasingly interwoven with the fabric of the project or program
Provide direction and control of the work activities of the training and help desk functions and will back up as needed.
Maintaining quality assurance of activities and supporting coordination with analysts and technical teams.

Must Have:

4 years of FTE experience in Business process modeling/mapping, authoring service design, and developing customer experience programs.
Possess a bachelor’s degree.
4 years of FTE experience supporting a multi-tier service desk.
4 years of FTE experience using business intelligence tools such as Power BI or equivalent.

Nice to Have:

5 years of FTE experience creating training documents and facilitating training sessions with team members and/or end users.
5 years of FTE experience managing user training and help desk functions.

About Us: Sabot Consulting is a management consulting company focused on providing technical and management consulting to IT executives and managers in strategic, operational, and project-based practice areas. Our focus on providing expert staff that have the knowledge, experience, and professionalism to engage the client at all levels is the key to our success.

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