Customer Experience Consultant/Advisor - Pittsburgh, United States - Medix

Description

We are hiring a contracted Customer Experience Project Consultant to come in and collaborate with Sales Enablement Team Managers to oversee various customer experience initiatives, aiming to bolster satisfaction and loyalty. This role involves managing projects, coordinating programs, collecting feedback, and driving improvements across all touchpoints of the customer journey.

KEY RESPONSIBILITIES:

• Develop a scalable CX quality assurance program to enhance understanding of the customer journey.
• Coordinate and execute customer experience programs to meet organizational goals, incorporating stakeholder feedback.
• Lead customer experience enhancement projects, defining objectives and deliverables in collaboration with stakeholders.
• Create project plans, coordinate tasks with internal teams and external partners, ensuring efficient execution.
• Continuously evaluate and optimize existing customer experience processes, implementing best practices.
• Document standardized procedures for customer interactions, collaborating with stakeholders.
• Act as the primary point of contact for internal stakeholders regarding customer experience initiatives.
• Foster relationships with cross-functional teams to facilitate collaboration on customer-focused initiatives.
• Perform other duties as assigned.

• High school diploma; bachelor's degree preferred.
• Minimum 3 years of experience driving process improvements in customer service.
• Ability to initiate projects independently.
• Ability to manage remote teams.
• Excellent verbal and written communication skills.
• Hands-on experience in quality assurance preferred.
• Proficiency in MS Office, including Excel, Word, and PowerPoint.
• Familiarity with CRM programs such as Salesforce

• Remote work environment
• If not located in Pittsburgh needs to be on EST

• Adaptability to changing environments
• Comfortable providing feedback to managers
• Ability to voice opinions while respecting managerial decisions