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Job Description

The Lead Experience Specialist supports a team responsible for developing, identifying, and implementing strategies to drive growth, increase revenue, reduce cost, and improve experiences for the customer service agents supporting the Prepaid phone brands. Your job will involve understanding our customer needs and stakeholders while creating strategies and leading our team to implement exceptional experiences across the customer lifecycle for the customer service channel. This year the team will be migrating from an old application portal called Care and will be implementing/integrating a new application called Aura.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

5-7 years of experience as a Lead Experience Specialist/BA/PO

Expert Level in story writing and creating used cases!

Customer Service background experience

Proven record of implementation of innovative efforts to improve experience from concept to execution

Experience with design tools like Jira & Figma, experience with Smart Sheets and/or Google Suite. Industry Experience in Telecom/Prepaid/E-commerce Retail null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].