At Signature Solar the Customer Experience Advisor will play a crucial role in analyzing, designing, and optimizing customer experience processes and systems. In this position, you will bridge the gap between business needs, technology, and customer interactions, ensuring seamless service delivery and enhanced experiences across all digital touchpoints. The ideal candidate will leverage data, tools, and technology to recommend improvements, monitor KPIs, and align Customer Experience strategies with business goals.A successful candidate must be able to:
- Map, evaluate, and refine customer experience processes to remove bottlenecks and enhance efficiency.
- Collaborate with stakeholders to ensure CX processes align with business requirements and customer needs.
- Identify gaps or friction points in the customer journey and propose solutions for continuous improvement.
- Document detailed business processes, workflows, and use cases for development or configuration teams.
- Ensure new tools or system enhancements meet user needs by coordinating user acceptance testing (UAT).
- Support implementing and integrating new CX tools with existing systems (e.g., CRM, marketing platforms).
- Collaborate with IT to ensure smooth data flow across platforms, ensuring consistent customer information.
- Partner with product, marketing, customer service, and IT teams to ensure alignment on CX goals.
- Provide clear documentation and training to stakeholders on new processes or tools.
- Act as the liaison between business users and technical teams to ensure CX technology supports business needs.
- Track progress, monitor, and report on key CX metrics (e.g., NPS, CSAT, first response time, resolution time).
- Create dashboards and provide actionable insights to support decision-making.
- Regularly update stakeholders on CX initiatives and process improvements.
- All other duties as assigned.
A successful candidate will demonstrate:
- 2+ years in a functional analyst, business analyst, or CX-related role (preferably in eCommerce, retail, or service industries).
- Strong ability to analyze data, identify trends, and generate actionable insights.
- Familiarity with CX tools (e.g., HubSpot, SalesForce) and basic understanding of CRM systems and integrations.
- Ability to identify process gaps and recommend practical solutions.
- Proficient in creating process maps, workflows, and functional requirement documents.
- Excellent verbal and written communication skills, with the ability to work cross-functionally.
- Familiar with agile practices and able to manage multiple priorities effectively.
- Experience using tools such as Excel, Google Analytics, Tableau, Power BI, or similar platforms for data visualization.
Qualifications:
- Bachelor's degree in Business, Information Systems, or related fields (preferred but not required).
- 2+ years experience with CX metrics such as NPS, CSAT, and customer lifetime value (CLV).
- Familiarity with CX platforms (e.g., HubSpot, SalesForce)
Physical Requirements:
- This position may require the ability to perform tasks that involve sitting, standing, walking, lifting, computer work, and other physical activities. Candidates should be able to meet these physical demands with or without reasonable accommodations.
Signature Solar Perks:
- Medical.
- Dental.
- Vision.
- Supplemental life.
- PTO.
- 401(K).
- Company-branded merchandise.
- Community events.
- Company-funded continued education opportunities.
- Discounts and perks through locally owned businesses.
- Free Lunch Fridays!
EEO Statement:
- Signature Solar is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.