Customer Experience Improvement Specialist

US-WA-Everett
1 month ago(11/17/2017 7:20 PM)
Job ID
2017-1117
Category
Customer Experience
Bargaining Unit
No
Min (Annual)
USD $77,215.00/Yr.
Max (Annual)
USD $108,100.00/Yr.
Min Hiring Range
USD $77,215.00/Yr.
Max Hiring Range
USD $84,937.00/Yr.

Overview

At Community Transit you will have the opportunity to improve people lives by creating an appealing transit experience so people enjoy getting where they need to go. The Customer Improvement Specialist will use their specialized skill set in continuous improvement to improve the customer experience. This person will work cross-functionally to detect, analyze, test and resolve problems. The Customer Improvement Specialist will be responsible for timely execution of projects and report out on the resulting impact to the customer and business. This position requires strong analytical skills, attention to detail, positive professional attitude, and ability to work in a team environment.

The ideal candidate has the desire to create a continuous improvement environment- staying motivated in detailed project work with the ability to flex between leading strategically and digging deep into process issues. The position is both a strategic and hands-on position requiring an obsession to improve the customer’s experience.

Essential Duties

  • Works with management and customers to identify and prioritize key issues impacting customers and employees.
  • Identifies key performance indicators and make them visible in the workplace so all employees can see progress.
  • Identifies process improvement opportunities and analyzes them for efficiency (waste, complexity, cost), effectiveness (achieves desired outcome), and quality.
  • Identifies root cause of problems and provides recommendations for solutions.
  • Clearly and effectively communicates findings and makes recommendations for improvement to a variety of audiences including executive staff and external partners.
  • Leads cross-functional teams to identify and test solutions which may include some combination of process, organization, technology, and data improvements.
  • Identifies change impacts to business teams and customers resulting from process design changes.
  • Facilitate the design of small tests of change in order to test improvement hypotheses.
  • Provide department-wide training on process improvement.

Requirements

 

MINIMUM QUALIFICATIONS:

 

  1. Bachelor degree or equivalent work experience.
  2. Eight (8) years of experience in process improvement methods, principles and tools like Kaizen, Daily Management Systems, Visual Controls, Process Mapping/Measurement
  3. Proficiency with tools such as Value Stream Mapping, Gemba Walks, A3, Root Cause Analysis, and 5S.
  4. Proven track record in influencing or managing a team without a direct reporting structure.
  5. Excellent problem solving skills; strong technical and analytical abilities.
  6. Five years of experience in project management
  7. Five years of experience in a leadership role
  8. Passionate customer champion who will always advocate for what’s right for the customer.
  9. Ability to handle multiple concurrent projects across the organization

Preferred:

  1. Understanding and familiarity of the transportation industry.
  2. Experience in direct customer research and insight development.

 

Entry Requirements for: Knowledge and Skills

 

Qualifications to enter this position requires knowledge of the following:

  1. Process background or understanding of multiple process design disciplines; lean, six sigma, etc.
  2. Managing customer experience and process improvement initiatives and driving solutions to improve those processes with the end-customer in mind.
  3. Familiarity with project Management methodologies.
  4. Understanding of adult learning methodologies and teaching techniques 

 

Qualifications to enter this position requires skill in:

  1. Proficiency with tools such as Value Stream Mapping, Gemba Walks, Root Cause Analysis, etc.
  2. Process and project management with a proven track record of results.
  3. Facilitating workshops and teams.
  4. Excellent written, verbal, and visual communication and presentation skills.
  5. Negotiations — bring others together and trying to reconcile differences.
  6. Data and root cause analysis.
  7. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  8. Critical Thinking — using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  9. Working effectively under pressure, meeting deadlines, and adjusting to changing and competing priorities in complex projects.
  10. Researching strategic issues, technology, and techniques; performing analysis and evaluation and providing recommendations.
  11. Working both independently and as a team member.  
  12. Proficiency in Microsoft Office Tools
  13. Must have a portfolio or examples you can share that represents your process and skills.

PHYSICAL REQUIREMENTS:

 

Reaching, standing, walking, pushing, pulling, lifting, feeling, talking, hearing, seeing, repetitive motions, carrying, sitting.

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to negligible amount of force constantly to move objects.

  

Application and Selection Process:

Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.  The evaluation process may include interviews, background checks, reference checks and various performance tests.  On-line Applications Only -  Apply at https://careers-commtrans.icims.com.  Incomplete applications will not be considered.  Applicants for this job may be considered for other openings up to six months after the date this position is filled.

 

 

Community Transit provides a tobacco-free and drug-free work environment.  As a recipient of federal funds, Community Transit is a Equal Opportunity employer and does not unlawfully discriminate on any basis prohibited by Federal, State or Local law.  We value and encourage diversity in our workforce.  EOE AA M/F/Vet/Disability.  Qualified applicants national origin, sex protected veteran status or disability.

 

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