Understanding of customer behavior trends and channel offerings requiring analysis of channel effectiveness and requirements to shift customer behavior based upon current and potential offerings.

Ability to work within multiple levels of the organization, providing analysis and recommendations appropriate to position and functional group, ranging from business leaders (SDLs), supportability leaders, global performance managers, product development, outsource partners and functional/enabling roles.

Ownership of contact driver disposition and process capability, balanced by contact value, for proper channel effectiveness to support contact handling strategy.

Enabling function serving as guidance for business leader (SDL) to provide analysis and guidance based upon actionable data to support business model strategy and effective resource/priority allocations.

Typical Deliverables:

Data Analysis (50%) - Analysis of contact drivers, trends, effectiveness, dispositions and results of initiative reduction, elimination and disposition projects. Development of overall experience summary for support channel effectiveness and recommendations for contact reduction and disposition.

Initiative Management (20%) - Project coordination and driver for initiatives prioritized for contact reduction, elimination, and channel effectiveness/disposition.

Business Requirements (10%) - Development of Business Requirements documents pertaining to Change Requests for Product Changes, E2E Web Experience, Content Changes, Tools/Systems, and Agent/Customer processes.

Agent/Customer Observation (10%) - Direct observation of E2E customer and agent interactions; focused on issue resolution, process and effectiveness.

Administration/Meetings (10%) - Meetings with Product and E2E Customer Experience Stakeholders for feedback and process improvement. Audiences include Business Leader, Learning & Development, Global Support Managers, Product Development, Web & Content Teams.

Team/Leadership Skills:

• Flexible team player attitude open to change.

• Promotes/fosters a positive work environment and relationships.

• Supports strategic direction of business.

• Shares feedback on potential merging issues with collaborative approach to problem solving

• Understand the business (internal)

Technical/Functional Skills:

• Good verbal and written communication skills.

• Ability to clearly and effectively communicate with customers on the phone.

• Computer skills: Exhibits a high level of knowledge in the relevant operating system