Internal Consultant, Customer Experience

Company: Frontier Communications
Location: Charleston
Posted on: April 8, 2021

Job Description:

Internal Consultant, Customer Experience Job Title: Internal Consultant, Customer Experience Job Function: Customer Operations Agile Team - Call Centers Reporting: Reports to Vice President - Transformation Operations
Position Summary The Internal Consultant, Customer Experience is responsible for using data and observations to identify opportunities, research and pilot solutions, measure results, and recommend scaling. As a member of the team, you will be collaborating with your peers to achieve a high level of performance and quality across the inbound call center organizations and deliver projects that increase efficiency and/or improve the customer experience. The role is responsible for managing high visibility projects using agile methodologies in a fast-paced environment that will cross multiple business divisions. You may also be selected to serve as a Process Owner for the team, a unique opportunity to drive the team's schedule, planning, presentations, and learning while gaining exposure to senior leadership. Characteristics and behaviors of a successful candidate include:

• Data driven, with the technical skills to gather and analyze data and the analytical mindset to use data to answer relevant questions
• Know how to clearly define a customer experience problem
• Passionate about feedback in every form, and anxious to learn from it quickly
• Advocate for front-line employees, as well as the Scrum Team, with a desire to empower and enable them to deliver
• Willing to embrace unique challenges as they arise, seeking out new tools, technology or stakeholders within the organization that can help the Scrum Team operate more efficiently
• Focused on results, comfortable in quantifying initiative impact to leaders across the organization
• Comfortable tackling complicated problems and have a knack for breaking them down to make the work manageable
• Clear and engaging communication; ability to summarize work into meaningful and engaging presentations
• Collaborative, eager to develop cross-functional partnerships
• Familiar with the complexities of a customer service operation At Frontier Communications we put our people first. We believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Essential Duties and Responsibilities
  • Pilot Planning and Management:Definite initiative pilot scope, working closely with business leaders to ensure pilot success; determine metrics of success, and track them as the pilot is in progress; if necessary, provide actionable suggestions to pivot in search of greater value impact.
  • Data Gathering & Analysis:Leverage relevant datasets that will enable the team to accomplish the following: a) identify improvement opportunities; b) diagnose and assign value of the problem and potential solutions, and; c) measure the results of a pilot and extrapolate to a fully scaled value.
    
    
  • Initiative Identification and Prioritization:Using data, call observations, and stakeholder feedback, identify the initiatives that can have the greatest impact, based on complexity, timing, and value.
    
    
  • Solution Design:Based on data and information gathered, ideate potential changes to process, policies, or tools that could capitalize on the identified opportunities and result in measurable improvement in call center efficiency or customer experience.
    
    
  • Relationship and Communication:Develop strong working relationships with team members, key stakeholders and dependencies, and communicate openly with affected parties as appropriate.
    
    
  • Champion of Agile and Scrum:Be an ambassador for the Scrum and Agile methods, demonstrating the key principles to others.
    
    
  • Process Management and Improvement:Define and manage a well-defined project management process and champion ongoing process improvement initiatives to implement best practices for Agile Project Management.
    Skills Required Required Qualifications/Skills:
    • SQL knowledge and familiarity with Frontier's datasets
    • Analytical skills, the ability to use data to tell a story
    • Strong proficiency in Microsoft Excel
    • Strong presentation and delivery skills
    • Excellent writing and editing skills
    • Excellent organizational, operational and process/project management skills
    • Strong communication and relationship management skills
    • Persuasive communicator with ability to influence others
    • Strong customer orientation with a focus on results
    • Strong collaborative problem solver
    • A can-do attitude, results driven, and open to learning
    • Openness to new ideas and a desire to develop them together
    • Travel 30 - 50% to other locations to support in person work sessions, testing, scaling and implementation.
    • BS/BA required Other Helpful Qualifications/Skills:
      • Program/Project Management
      • Strong proficiency in Microsoft Word and PowerPoint
      • Demonstrate experience and/or be willing to learn Scrum Management
      • Agile Experience
      • JIRA Familiarity and Experience
      • MBA or MS preferred
      • Experience in consulting, process improvement, or Six Sigma preferred Travel Requirement:
        • 30% - 50%
          Physical Requirements
          • This position requires travel within the US; An active driver's license is required for travel.
          • Capable of lifting and moving projection equipment, training supplies and materials up to 30 lbs.
          • Candidate may be required to have extended periods of sitting, bending, stooping, standing, walking or driving This job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required. The percentage allocation of job duties is subject to change based upon business needs. Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. You have been redirected to a Frontier Communications job page

Keywords: Frontier Communications, Charleston , Internal Consultant, Customer Experience, Professions , Charleston, South Carolina