محلل أول تحسين الخدمة (Lead Analyst Service Improvement)

Job Summary

This role within the Digital Customer Operations Practice leads service improvement initiatives for global digital customer support. It involves collaborating with various teams and customers to gather feedback, analyze satisfaction data, and implement measurable improvements to enhance customer experience and operational readiness.

Responsibilities

• Act as the strategic link between Global Presales, Customer Success Managers, and Digital Customer Operations to align customer expectations with service delivery.
• Engage regularly with customers through meetings and service reviews to understand their support experience and needs.
• Analyze customer satisfaction data, complaints, and operational performance to identify trends and improvement opportunities.
• Document and share customer feedback with relevant teams and ensure follow-up on agreed actions.
• Identify root causes of customer dissatisfaction by correlating feedback with incidents and service performance.
• Develop and manage prioritized service improvement plans with clear ownership, timelines, and success metrics.
• Lead global digital customer support teams during Build-to-Run transitions, ensuring effective onboarding and operational readiness.
• Drive capacity planning and monitor risks related to resources, demand, and service delivery.

Must haves

• Minimum 5 years of experience in customer experience, service improvement, or related fields.
• Experience analyzing customer feedback and operational data to create actionable priorities.
• Proven ability to lead cross-functional improvement initiatives from analysis to completion.
• Strong knowledge of Voice of Customer practices and customer journey pain points.
• Understanding of IT operations, managed services, and customer support processes.
• Proficiency with ServiceNow, Power BI, Excel, or similar tools for performance monitoring and reporting.

Nice to haves

• Experience in technology, aviation, managed services, or global customer support environments.
• Certifications such as ITIL, Lean Six Sigma, Project Management, Customer Experience, or Data Analytics.
• Experience with automation, AI, self-service, or knowledge management to improve outcomes.
• Willingness to travel up to 20% annually for customer meetings and support activities.

What the company offers

• Competitive benefits aligned with local market and employment status.
• Flexible work options including up to 2 days per week remote work and flexible scheduling.
• Ability to work up to 30 days per year from any location worldwide.
• Employee wellbeing programs including 24/7 assistance and personalized health platforms.
• Access to professional development resources such as LinkedIn Learning, Microsoft Enterprise Skills Initiative, and specialized training platforms.

We refresh listings regularly, but some roles close early on the source platform.