Customer Journey Specialist

The Customer Journey Specialist will be a critical role in the operations team.  They will have a passion for delivering an excellent customer experience and immersing themselves in the MetTel customer journey.  Their expertise will help drive improvements throughout all of the customer touchpoints and evaluate every experience through the customer lens.  

Why MetTel

MetTel is a cutting‐edge telecom service provider delivering software and telecom services to enterprise companies nationwide. Our teams help create next-­‐generation systems to meet the challenge of today’s rapidly changing business climate, and set new standards for the telecom industry. From traditional voice to advanced services, MetTel’s extensive partnerships enable us to deliver a complete portfolio of services in the United States, Canada and Puerto Rico as well as global MPLS and VoIP solutions. We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.

Role and Responsibilities:

• Owns end user experience in mobility
• Improves touchpoints and communicates risk around experience
• Owns voice of customer and utilizes it to drive touchpoint improvements
• Works with development teams to ensure mobility needs are communicated
• Partners with marketing and enablement to deliver better collateral and documentation
• Deep dives into new processes, online tools, and engagements to look at everything through the customer lens
• Owns improvement suggestions and executes on delivering once approved
• Prepares customer journey maps to ensure alignment with the business

Desired Qualifications:  

• Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
• Experience: 2+ years within eCommerce, online experience role, or customer experience related field
• Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively with both customers and executives.
• Attention to Detail: Ability to document requirements clearly and accurately, ensuring nothing is overlooked.
• Collaboration: Ability to work effectively within cross-functional teams, including developers, product managers, and business stakeholders.

MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. 

To learn more about our company visit us at www.mettel.net

Keywords: operations, operational excellence, customer satisfaction