Own the end-to-end mapping and re-engineering of customer-facing journeys, with primary accountability for the Amendment and Deregistration journeys.
Map current-state customer journeys, identify pain points, friction and drop-offs, and design optimized “to-be” journeys.
Reduce manual touchpoints, handshakes and rework; design straight-through processing and self-service journeys wherever feasible.
Optimize other customer-facing journeys (e.g., registration, renewal, visa, licensing) as part of the broader CX mandate.
Balance customer experience against operational efficiency, cost and compliance requirements.
Salesforce / CRM Process Optimization
Act as the lead business process stakeholder for optimizing customer journeys built on Salesforce, translating CX ambition into process and system requirements.
Optimize Salesfo...
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