Job Description
• Identify process and customer experience improvement opportunities
• Responsible to deliver benefit as per contractual productivity agreement with the client
• Partnership with clients in identification and execution of strategic projects
• Build curated, market leading transformation solutions for the client working with cross-functional teams (internal and external)
• Adherence to internal protocol around project identification, execution etc. through design thinking workshops, due-diligence, re-imagining customer journeys, blueprinting activities etc. keeping in mind customer effort reduction, improving straight through processing etc.
• Team/people management, talent development
• Excel in developing strong stakeholder dialogue, across all levels (both WNS and client)
Qualifications
• Minimum academic qualification: College Graduates (15 Years) basis our specific role requirement•
System working knowledge required: Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet, and web-based applications)
• Language proficiency (English) - Good/ Excellent• Should possess good analytical skills, communication, and negotiation skills.
• Excellent knowledge of Excel, Word, Power point & Minitab.
• Certified Blackbelt
• Project management and design thinking practitioner
• P&C Insurance experience
• CX Transformation experience
• Well versed with contact center digital platforms across tools, technologies, automation, analytics etc.
• Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices
• Action and results oriented, self-driven person with high energy level, analytical and structured, quality focused and adaptable
• Flexible and capable of domestic and international travel
Additional Information
US Night Shift Hours