Senior Analyst/Project Manager

Analyze the company Servicing site to help create an effortless customer experience. This includes; managing the Customer Experience Optimization (CEO) issue submission site (entering, triaging & prioritizing issues), creating and leading taskforces, collaborating with others to resolve online customer experience issues, implementing enhancements, and measuring the success of our site improvements based on customer service results. Additionally, will be responsible for creating the metrics by which we measure the health of our site.

Will interact with the Analytics Team in an effort to discern impacts of customer experience issues. The analytics data will be used along with other tools like click stream data, customer satisfaction surveys, & usability reports to understand and improve the customer experience. This resource will ultimately integrate findings into business and design decisions to proactively ensure the best customer experiences are built into our new features/functions on the site.

SKILLS:

Previous site optimization experience