Customer Exp. Specialist 2

Do you value integrity and innovation? How about passion and caring? Great! Us too, and that’s why you’ll fit right in. Our intentional culture promotes trust and participation, encouraging you to bring your heart and mind to work every day.

In-Scope

Temporary Length of Term: 2-years

NATURE OF WORK

Responsible for leading the delivery of a defined physical or digital customer experience design process for the business across channels for both customer experience improvement projects and other projects that impact the customer experience. Leads the review and analysis of complex customer interactions and pain points, and the design, development and implementation of solutions. Works closely with the business to recommend and implement solutions that support the intended customer experience and enhance the efficiency, effectiveness and quality of business operations. Provides functional supervision to the Customer Experience Specialist 1 classification.

TYPICAL DUTIES AND RESPONSIBILITIES

Not all inclusive or applicable to all assignments

Process Design and Collaboration

• Leads, facilitates, and documents comprehensive reviews of customer interactions and business processes.

• Collaborates and consults with business areas and systems on design, development, and implementation of the customer experience.

• Recommends solutions to improve efficiency and effectiveness while still delivering the intended customer experience.

• Uses deliverables obtained from customer understanding processes to define requirements for customer experience improvements, new customer experiences or customer experiences impacted by business changes.

Delivery and Operationalization

• Challenges business areas to adopt improvements, measures the impact of changes and reports on outcomes.

• Develops detailed plans to support customer the experience change initiatives.

• Monitors a dedicated queue of customer experience improvement projects.

• Leads the development, implementation and maintenance of the processes and tools/templates for a defined customer experience design process. This includes capturing, analyzing, prioritizing, designing, developing and implementing new and/or changing customer experiences.

• Consolidates and communicates training and procedure document requirements.

• Supports change agents to train and coach staff on the direction and interpretation of new and improved processes.

Customer Research and Analysis

• Identifies, researches and analyzes both internal and external customer pain points and opportunities, to create process alternatives.

• Assists in establishing criteria for measuring how customers perceive their experiences with the organization.

• Analyzes web traffic, flow-through and design using various tools to provide recommendations on ways to market and advertise Customer eService solutions (in digital positions only).

Functional Supervision (Customer Experience Specialist 1)

• Provides technical advice and guidance to others.

• Delegates work to others.

• Approves the work of others.

• Evaluates the performance of others.

• Coaches and motivates others.

• Ensures the quality of work of others.

Knowledge and Skill

• Thorough knowledge of the methods, techniques and procedures used in business process re-engineering.

• Thorough knowledge of customer experience management concepts and best practices.

• Thorough knowledge of lean principles.

• Working knowledge of performance management and audit principles and practices.

• Working knowledge of the ADKAR Change Management Principles.

• Working knowledge of the overall organization and functions of SGI and its business partners.

• Working knowledge of customer privacy and security fundamentals.

• Working knowledge of web analytic tools (in digital positions only).

Education and Experience

• A bachelor’s degree in Business Administration or Commerce, Computer Science or a related discipline (Math, Statistics, Arts)PLUSeight-years experience in customer experience or process analysis.

• Lean Six Sigma certification (Green belt minimum).

• Required to obtain Change Management (ADKAR) certification to successfully complete the probationary period.

The behavioural competencies required for this role are:

• Planning & Organizing – Considerable Level

• Oral Communication – Significant Level

• Written Communication – Significant Level

• Interpersonal Contacts/Customer Service – Considerable Level

• Complexity – Significant Level

• Supervisory Actions & Responsibilities

Additional Information:

The Government of Saskatchewan has implementedThe Public Employer’s COVID-19 Emergency Regulationsrequiring all public sector employees, including SGI and SGI CANADA Insurance Services Ltd. (regardless of region) to be fully vaccinated or provide routine proof of a negative test result. If individuals are invited for in-person interviews they will be required to provide proof of full vaccination or a negative test result taken within the last 72 hours.

Pay Range:$66,696.00 - $86,052.00

Posting Close Date:

January 17, 2022

As you prepare to submit your application, and cover letter if applicable, please highlight the achievements that demonstrate why you’re a great candidate for this role.