Cleartrip.com - Process Improvement & Automation Specialist

Key role in CX automation team, that will identify automation opportunities and drive key projects to significantly impact Customer Experience, and CX metrics.

Problem solving, solutioning:

The candidate will work with Customer Service operations and Analytics team to identify opportunities and prioritize CX automation roadmap. The candidate will need strong problem solving and logical skills, data driven thinking, and ability to develop and deploy efficient solutions with quick turnaround to meet requirements on her/his projects.

Execution:

The candidate will work with internal Product teams, and external CX tech-platform partners (CRM, telephony, feedback, analytical tools) for solutioning and execution of projects. The candidate will need to be strong in project management, stakeholder management and coordination to ensure execution within planned timelines.

Skills and capabilities:

(i) Understanding of key aspects of a typical product line: product, marketing, operations and finance

(ii) Strong analytical abilities : data driven to identify and evaluate automation opportunities

(iii) Strong understanding of CRM and Telephony applications with at least 3 yrs of experience managing support and enhancement requests from business teams

(iv) Experience in implementation of CRM/Telephony applications, or implementation/support of ERP applications will be an advantage;

(v) Strong solutioning skills to ensure enhancements to applications are kept lean for ease of maintenance and scalability

(vi) Documentation and execution experience working with tech teams to deliver timely, high quality builds

(vii) People skills: Ability to interact across teams, manage expectations, get the necessary support for execution

Education: Post Graduate in Commerce /B.E./ graduates from good institutes with strong experience in similar roles