epiFi - Customer Experience Role - SME Segment

- Work across internal functions to drive case awareness and resolution while managing customer communications directly

- Work with internal and external stakeholders to prioritize resolution within service levels.

- Data analysis to identify issues impacting customer experience and prioritizing fixes with cross functional teams.

- Improve processes by analysing escalated cases and working cross-functionally to reduce resolution time and improve experience.

- Perform Root Cause Analysis and communicate findings and recommendations broadly across the entire organisation.

- Being the voice of the customer and actively engaging with teams on user feedback.

- Work with our partners to provide real time feedback on escalated cases and ensure higher first time resolution.

- Improve processes by analyzing escalated cases and working cross-functionally to reduce resolution time and improve experience.

- Own and drive these initiatives end to end structure a problem statement, articulate its impact on customer experience and present effectively to decision-making groups