Customer Experience Improvement Specialist
2 weeks ago
Enhance Customer Experiences with Latitude
We're looking for an exceptional CX Improvement Specialist to join our team at Latitude. As a key member of our financial services experience enhancement team, you'll play a vital part in driving continuous improvements to our products and services.
About the Role:
- Collaborate closely with the Portfolio Manager and Channel Manager to develop innovative solutions that enhance the overall customer experience across all channels.
- Utilize your analytical skills to map and optimize the customer journey, ensuring seamless interactions and experiences.
- Proactively monitor customer feedback, business impact, and internal requirements to identify areas for improvement.
- Partner with external vendors to deliver projects and research initiatives that drive CX enhancements.
- Work collaboratively with designers, developers, and stakeholders to design and implement user-centric UI/UX designs.
- Present CX project progress, performance results, and insights to key stakeholders during regular meetings.
- Effectively utilize tools like Jira, Miro, and Confluence to manage new initiatives, track progress, and demonstrate the CX optimization roadmap.
- Perform other duties as reasonably required by management.
About You:
- A solid background and understanding of the credit card or lending industry.
- Extensive experience in customer experience optimization and customer journey mapping.
- Proof of successful conversion-based optimizations on webpages, online forms, mobile apps, and conversion funnels within the financial sector.
- The ability to collaborate effectively with Tech and Business teams to deliver complex projects.
- A great collaboration attitude, on-time delivery experiences, and strong problem-solving skills.
- Familiarity with Salesforce Marketing Cloud user segmentation and journeys.
- An advanced user of Google Analytics, LookerStudio, and Miro.
- Excellent presentation skills for CX initiatives, briefs, Q&A sessions, and milestone reviews.
- Great communication and presentation skills.
What We Offer:
- A competitive salary of $120,000 - $180,000 per annum.
- A flexible working environment that supports work-life balance.
- Opportunities for professional growth and development.
- Recognition programs, including education support, charitable donations, and community partner days.
- Flexible work arrangements, including hybrid work setups and paid volunteer leave.
- Yearly salary reviews and bonuses.
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