Customer Experience Transformation Specialist
We are seeking a seasoned customer experience transformation specialist to join our team. In this role, you will have the opportunity to leverage your technical expertise and business acumen to design and implement innovative solutions that drive business outcomes and elevate the overall customer experience.
Key Responsibilities:
* Configure and implement Sprinklr Modern Care solutions for clients, ensuring seamless integration with existing systems and processes.
* Analyze business requirements and design solutions to meet client needs, leveraging your analytical skills and industry-standard frameworks such as Contact Center and ITIL.
* Collaborate with cross-functional teams to ensure successful project delivery, including stakeholder management and effective communication.
* Provide technical support and training to clients, ensuring they achieve optimal results from their Sprinklr implementation.
* Develop and maintain technical documentation, staying up-to-date with the latest Sprinklr features and best practices.
Requirements:
* Experience in implementing customer service software solutions, particularly with Sprinklr Modern Care and CCaaS.
* Strong knowledge of technical components and administrative features of Sprinklr Modern Care, including data ingestion, workflow automation, and reporting.
* Ability to integrate customer service platforms with external systems, such as CRM and ticketing systems.
* Excellent communication and stakeholder management skills, with experience working with cross-functional teams.
* Bachelor's degree in Computer Science, Information Technology, or related field, with proficiency in configuring Sprinklr Modern Care.
Desirable Skills:
* Experience with UK retail industry and customer service operations.
* Fluency in social media platforms and direct experience working with social media management software.
* Certification in Sprinklr Modern Care or related technologies.
* Data analytics and reporting tools, cloud-based technologies, and software-as-a-service (SaaS) solutions.
Benefits:
We offer a competitive salary package, featuring pension, health care, life assurance, laptop, phone, and access to extensive training resources. We also provide health & wellness initiatives, sports events, and discounts within the larger network.
Diversity and Inclusion:
We welcome diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.