Staff CX Service Enablement Specialist
Core
Design, optimize, and govern end-to-end service workflows and processes for a fintech company's customer experience (CX) operations at scale.
Role type
Staff-level Service Enablement Specialist (Process Strategy & Operations)
Builds
Streamlined, measurable CX service processes and operational foundations for a SaaS fintech platform.
Domain
Fintech / Customer Experience Operations / Process Improvement
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
End-to-end process design, workflow optimization, cross-functional project leadership, data analysis, SOP creation, change management, stakeholder influence, agile process implementation
Preferred skills
Fintech domain knowledge, Lean Six Sigma/BPM certification, AI-powered contact center strategy, UAT execution, enablement program management
Technologies
Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, Calabrio, Tableau, Excel, Google Sheets, Claude
Responsibilities
Design and document service workflows across CX channels; lead process improvement initiatives by mapping current states and building future states; serve as process design authority for CX systems; partner with IT and analytics teams to translate requirements; develop SOPs and playbooks; define and track KPIs; drive change management for new workflows; evaluate emerging CX technologies and AI tools; mentor junior team members
Seniority
Staff, hands-on IC with strategic scope
