Specialist, Customer Experience
American Bureau of Shipping (ABS)
Houston, Texas
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JOB DETAILS
LOCATION
Houston, Texas
POSTED
3 days ago
What You Will Do:
- Acts as a professional specialist for the organization in the facilitation of a seamless Customer Experience for clients accessing the MyFreedom applications to service their Digital Class needs.
- Project management for implementation of MyFreedom projects as directed. Responsible for all aspects of implementation projects including planning, execution, support, and follow-up on client issues.
- Supports the development and maintenance of client personas, segmentation, and journeys in support of delivering an optimal CE for portal users.
- Leverage analytics tools to derive insights on client behaviors, trends, and KPIs to facilitate data-driven decisions and backlog development
- Engages with MyFreedom users to resolve problems within areas of expertise.
- Meets and confers with all levels of software management to monitor customer satisfaction with company services/products and to provide input to project identification, prioritization, staffing, and scheduling to meet company needs and objectives.
- Communicates project status, customer concerns, etc. to senior management
- Provides leadership, guidance, and training to MyFreedom users, internal stakeholders, and the CSC.
- Promotes the services and capabilities of MyFreedom to customers and internal stakeholders
- Gathering requirements to improve the CE by conducting market research supported by ongoing client engagement, internal process owners' input, and competitor product surveys.
- Working and partnering across departments, primarily IMS, and Marketing & Communications, and various business process owners in coordinating product development, maintenance, and change management activities.
- Confer with clients, determine, and itemize needs of their business processes that require adaptation of internal systems.
- Participate in the final phases of new system functionality testing to ensure correctness and compliance with client's requirements.
- Maintain and update projects and support items in the related artifact management systems.
Education and Experience
- A Bachelor's degree or equivalent is required.
- Minimum three (3) years of experience with software development, client experience, or installation/deployment, including remote client support is preferred
- Certified Product Owner preferred
- Certified Scrum Master preferred
- Analytics Training (Google or Azure) preferred
- Ability to learn new online systems quickly, and understand interactions between cross-domain platforms, data streams, and workflow optimization.
- Adept in translating client needs into system capabilities.
- Knowledge of UI/UX best practices and optimization strategies
- Knowledge of computer programs or software packages related to job responsibilities.
- Agile Software Development training or related experience is a plus
- Excellent communication skills (written and oral), and ability to effectively interface with external clients and internal stakeholders at all levels of the organization.
- Ability to analyze problems and propose solutions.
- Responsiveness to customers.
- Team player with a synergistic mindset adept in navigating matrixed organizations.
- Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy.
Reports, as assigned, to a Manager, Director, or Executive level position.
ABOUT US
We set out more than 160 years ago to promote the security of life and property at sea and preserve the natural environment. Today, we remain true to our mission and continue to support organizations facing a rapidly evolving seascape of challenging regulations and new technologies. Through it all, we are anchored by a vision and missio
About the Company
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