epiFi - Process Excellence Role

- Collaborating with cross functional teams, stakeholders & management to deliver projects involving quantitative & qualitative analysis, process design and strategy, planning and automation.

- Designing end-to-end processes to deliver the best-in-class experience for consumers across channels, products and features.

- Actively identifying opportunities for product & process improvements and program manage their execution with different teams

- Owning automation projects across different CX tools & platforms

- Working closely with our content team to ensure our user communication is best-in-class!

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

- You have at least 3+ years of experience in Process Design or Process Excellence, preferably in Customer Experience/Support related functions.

- Prior experience in the fintech industry is a plus.

- You believe that the best way to resolve any customer concern is analyze, probe and investigate on the reason for concern.

- You have worked on projects with cross functional teams & stakeholders

- You are digital & tech savvy with high proficiency in office applications, love backing your solutions/suggestions with data & decks/spreadsheets.

- You have prior experience with chatbots - will be a huge plus for us :)