L4 Design

TELUS • Toronto, ON, CA • 6d ago

Description

Location: Remote
Type: Full-time
Department: SR&T, CHEE

About the Team:

The Service, Reliability & Technology Team’s (SR&T) mission is to transform the customer support experience into a digital first interaction supported by personalized data and automated solutions. We are responsible for shaping the experience of 2M+ residential customers with our products and services.

The team's end to end ownership of design to development to launch of digital support services places it in highly competitive and visible portfolio which is key to enabling higher quality of experience for our customers.

About the Role:

We are seeking a Customer Service Design Expert to enhance the efficiency and effectiveness of our digital customer support experiences. You will be responsible for designing and optimizing digital workflows and driving improvements to issue resolution and customer satisfaction. This role focuses on a key area of our product lifecycle strategy- to automate and digitize customer support interactions to reduce our cost to serve and improve customer experiences.

Key Responsibilities:

Design and Optimize Customer Service Workflows:
- Create intuitive self serve customer service processes which are business case positive, aligning with business goals and customer expectations
- Identify bottlenecks in existing workflows through data analysis and re-engineer processes to improve efficiency, reducing response and resolution times
- Optimize workflows for higher customer containment rates using operational data on customer behavior and experiences
- Collaborate with cross-functional teams to ensure the integration of technology (e.g., CRM systems, automation tools) into workflows
Customer Experience Focus:
- Develop customer-centric personalized workflows that allow users to resolve issues quickly, minimizing the need for escalations or live agent interaction
- Ensure workflows address common customer pain points and are aligned with best practices in customer service
- Workflow design should prioritize triaging of customer issue utilizing real time equipment telemetry and offer targeted solution
Process Improvement & Automation:
- Identify opportunities for automation within customer service workflows to reduce manual effort and increase scalability
- Work closely with engineering and development teams to implement automation technologies
Data Analysis and Reporting:
- Use data analytics to track workflow performance, customer satisfaction, and key support metrics
- Regularly assess and refine workflows based on customer feedback and customer journey data

Qualifications

Experience:
- 5+ years of experience in customer service operations, process design, or workflow optimization or information architecture
- Proven track record of designing and implementing effective customer service workflows that enhance user experience and operational efficiency
Technical Skills:
- Strong understanding of customer support technologies
- Experience with automation tools and self-service platform integrations
- Proficiency in process mapping tools such as Figma, Visio, Lucidchart, or similar
- Experience with content management systems
- Experience with data analytics tools such as Tableau or Adobe Analytics
Analytical Abilities:
- Strong problem-solving skills and ability to analyze data to drive decision-making
- Experience using data to monitor workflow performance and implement improvements
Soft Skills:
- Excellent communication skills and the ability to work cross-functionally with multiple teams
- Customer-centric mindset with a deep understanding of customer service best practices
Preferred Qualifications:
- Degree in a related field such as design or equivalent work experience
- Certification in Six Sigma, Lean, or other process improvement methodologies
- Experience working with large-scale customer support operations
- Background in CX (Customer Experience) design, UX (User Experience) or Information Architecture or similar