Customer Experience Analyst II

ID
2021-15365
Category
Operations
Position Type
Full Time
Location : Location
US-NV-Reno

About Blackhawk Network:

At Blackhawk Network, we shape the future of global branded payments through the prepaid products, technologies and network that connect brands and people. Our collaborative innovation and scalable, security-minded solutions help our partners to increase reach, loyalty and revenue. We believe our future holds great things for Blackhawk Network and its partners. We believe that together, we can shape the future. Our beliefs? Win as one team, be innovative, global excellence and be inspiring!

 

So, what are you waiting for? Shape your career and join our global network.

Overview:

Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products. Identifies and communicates areas of improvements in client experience to enhance products and services. Serves as customer advocate and recommends and implements client feedback that influences and supports business decisions. Designs and implements systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement. Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty. May reach out to customers, interact with website users, and/or conduct focus group meetings to vet ideas and prototype solutions before implementation.

Responsibilities:

Serves as subject matter expert for Customer Service and Contact Center Operations.

 

Represents operations in prioritization decisions at the portfolio level and communicates impacts and outcomes. Serves as primary liaison in developing business area-specific IT solutions.

 

Effectively tracks initiatives throughout the project lifecycle, managing and monitoring scope and ensuring communication with affected stakeholders and enforces established change controls.

 

Understands the processes and tools to gain insight into Voice of Customer (VoC) and interprets the results to suggest process and tool improvements.

 

Drives effective communication with business and engineering about improvement opportunities/enhancements that affect multiple processes.

 

Consult on best practices with current and out of the box support models.

 

Collaborate and own projects that may stem from Improvements flagging or site originated initiatives.

 

Gather financial inputs & collaborate with Senior Analyst and Manager to establish ROIs on efforts proposed by stakeholders.

 

Managing the launch of new support programs in our call centers

 

Assisting Manager and Director with implementation of new programs

 

Be part of an internal project team to launch new programs

 

Work closely with cross-functional teams (IT, Risk, Accounting and Product Teams) for process development and implementation of new projects to effectively drive projects from concept to launch

 

Ability to identify and communicate issues proactively to a wide range of stakeholders in collaboration with Senior Analyst and Manager

Learn functional knowledge of Customer Service programs

 

Writing documentation as necessary (call flow, agent scripts, user guides, etc.)

 

Participating in customer service recommendations, decisions and business rule development

With direction from management, planning and executing business process improvement changes relating to Customer Service. Recommend new processes where needed to improve quality and/or on-time service

 

Proven success managing multiple projects simultaneously

 

Provide customer service requirements while considering excellent consumer experience, cost effective and call center impact

 

Performing other duties as assigned by the Manager or Director of Customer Service

 

EEO Statement:

Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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