Job Description

One of our clients on the Southside area of Jacksonville, FL has an immediate need for a Customer Experience Specialist. The perfect candidate will have the following skills and experience:
Description:
IMPORTANT: CX Specialist will support Payments Project and related initiatives to improve our payments experience.
The CX Specialist will be a key member of the Customer Experience Center of Excellence.  The ideal candidate will have a passion for the customer, bring strong recommendations based on sound research and analytics, be comfortable with ambiguity, and be driven by a desire to deliver exceptional experiences.  The CX Specialist will work directly with our Payment Customer Experience Owner (CXO)
  • Ability to quickly adapt to and navigate multiple initiatives, understand problems and leverage their innate resourcefulness
  • Serve as the "go to" for CX Leads as a resource for solving problems
  • Perform secondary research, analysis, and develop insights to inform business decisions 
  • Serve as a CX SME for business requirements and sprint reviews, requiring a general understanding of core business processes and infrastructure and a deep understanding of CX portfolio
  • Monitor and evaluate solutions to ensure alignment to outcomes (business and customer) and make recommendations for continuous improvement
  • Participate in and/or lead emerging CX projects, flexing between understanding and aligning to strategy and execution of tasks
  • Advocate for the customer and CX disciplines through collaboration with business partners to drive win/win outcomes
  • Partner with project teams (project managers, business analysts, business architects, etc.) to ensure mutual success
Requirements:
Minimum: 
Preferred:
  • Previous CX experience
  • Bachelor’s degree in relevant area or equivalent work experience
  • 5+ years related work experience with demonstrated outcomes
  • Experience that demonstrates a relationship-orientation, resourcefulness, and agility
  • Prior Project Management Experience
  • Experience delivering on payments solutions, work for a payments company or key initiative. 
  • Understand payments system architecture and processes 
  • Master’s degree in relevant area or equivalent work experience
  • Project Management (Agile) Certification
  • Product Management (AIPMM) Certifications
  • Prior Financial Industry experience working for a payments provider (i.e Processor, Acquirer, Association or Bank/Credit Union)
If you believe that your skills and experience are a match for this position, please e-mail your resume to apply@btginc.com, or apply on line at www.btginc.com (search jobs). 
If you have any questions, please call 904-998-9414 and reference Customer Experience Specialist position.

Application Instructions

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