Job Description

• Work with Product Owners to understand new products and services prior to launch.

• Design end-to-end customer journeys and service blueprints that ensure smooth, efficient, and intuitive service delivery.

• Develop, update, and maintain Call Center workflows, SOPs, and service processes to support internal and external users.

• Conduct usability testing to validate service and workflow designs; identify and recommend improvement areas.

• Coordinate with Training, Communications, and Operations teams to prepare agents and stakeholders for service rollout.

• Support deployment of new services by ensuring readiness across people, process, and platform.

• Monitor post-launch performance and collaborate with cross-functional teams to drive continuous improvement in customer experience.

What we're looking for

• Bachelor’s degree in Liberal Arts, Humanities, Business Administration, Marketing, or relate...