Customer Journey & Process Architect

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Re-imagines the established customer journey based on customer insights (VOC) & relevant operational data points (Resolution Rate, Service Level, etc.) and identify various inefficiencies and bottlenecks of existing customer problems. Champions process excellence by challenging the status quo on policies and processes to simplify and automate current policies/processes to quickly solve customer problems.

Duties And Responsibilities

• Leads the policy and/or process transformation initiatives by analyzing gaps between the desired customer journey versus results of customer survey, key operational and business metrics
• Drive the need for change by collaborating with project leads and key stakeholders to ensure consta...