Member Experience Improvement Specialist

3 weeks ago

Metro Manila Philippines Thunes Full time

Member Experience Improvement Specialist

Context of the Role: Thunes has seen incredible growth and needs to ensure current customers are happy and retained. The Member Experience Operations Improvement Specialist will focus on identifying, analyzing, and implementing operational improvements within the customer experience (CX) function. This role requires data-driven problem-solving, process optimization, and cross-functional collaboration to drive efficiency and enhance the overall customer journey.

Key Responsibilities
  • Analyze existing CX processes to identify inefficiencies, pain points, and opportunities for improvement
  • Develop and implement strategies to enhance operational workflows, reduce response times, and improve service quality
  • Collaborate with customer service, product, and operations teams to optimize support systems, tools, and automation
  • Collaborate with payment partners for business process & quality improvement
  • Leverage data analytics to track KPIs, identify trends, and provide actionable insights for continuous improvement
  • Document and standardize processes to ensure consistency and scalability across the CX team
  • Support the implementation and adoption of new customer experience technologies and tools
  • Drive cross-functional initiatives to improve customer satisfaction and reduce operational costs
Qualifications
  • 2-3 years of experience in an operational or technical role, preferably in customer experience, customer support, or business operations
  • Strong analytical and problem-solving skills, with the ability to interpret data and recommend improvements
  • Experience with customer support platforms (e.g., Zendesk, Salesforce, Freshdesk) and automation tools
  • Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus
  • Strong communication skills and ability to collaborate with multiple stakeholders
  • Ability to manage multiple projects and prioritize tasks effectively
  • Experience with Zendesk is preferable
  • Ability to grasp processes and the technical infrastructure in place to support them
  • Excellent verbal and written communication skills
  • Ability to work cross-functionally and collaborate effectively with various teams
Competencies
  • Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results
  • Flexible and open to change and new information; adapts behavior and work methods accordingly
  • Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback
  • Treats colleagues and partners with respect and responds appropriately to the needs, feelings, and capabilities of different people
  • Identifies and analyzes problems; distinguishes between relevant and irrelevant information
  • Ability to balance time to market with a solution and make the right trade-offs along the way
  • Strong analytical skills and understanding of metrics relevant to the role
  • Excellent written and verbal communications, ability to persuade senior audiences, and desire to work in a fast-paced environment
  • Good interpersonal, influencing skills and ability to communicate across cultures
  • Strong command of English; a second language is a plus but not required
  • Action-oriented with strong organization skills and attention to detail
Seniority
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management and Manufacturing
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