Process Excellence Specialist, Operations & Customer Experience

  • Nexamp
  • Boston, MA
  • Mar 20, 2021

Job Description

Does working for a fast paced, growing company that is making a difference in our environment excite you? Do you have a passion for making our environment better for this generation and the ones that follow? Let’s make a difference together. Join our team! 

SUMMARY

Due to growth, Nexamp is looking for a highly skilled individual to join our growing Customer Experience team. This newly created position will be responsible for leading projects targeted at optimizing our internal processes and customer journey redesign. We are looking for an individual that has expertise in process re-engineering and customer journey mapping that will help us to radically improve our major processes. The person in this role will bring experience with all the latest tools, technology and techniques to drive true customer-focused process excellence. If you have strong communication skills, like problem solving and have a customer-focused mindset, this is the position for you.

The role is a part of our Customer Experience organization and will report directly to our VP, Customer Experience. The position has the opportunity for future growth and development amongst a group of high achieving and fun professionals. If you’re interested in joining the clean energy revolution at one of the best places to work in Boston, we would love to have you apply.

RESPONSIBILITIES

  • Conduct current-state assessment of business processes and identification of improvement opportunities. Based on assessment, lead, implement, and manage process improvement initiatives.
  • Create customer journey maps of our “future state” customer experience, identifying the opportunities to build sustained, improved customer facing processes.
  • Employ project management skills related to overall project tracking, deliverables management, action item tracking, meeting minutes, team communications, and presentations.
  • Integrate and interpret data from diverse sources to find solutions for very complex problems.
  • Work with business managers to identify opportunities for process improvements and establish baseline metrics for “to” and “from” comparison.
  • Assist in the creation of customer journey mapping to further refine our customer experiences, from new product development to existing processes.
  • Address issues impacting customer excellence with speed and urgency, working with internal teams to drive positive outcome.

QUALIFICATIONS

  • Bachelor’s degree or equivalent experience in process improvement.
  • 5+ years of relevant experience.
  • Demonstrated operational excellence in data-driven analytical thinking, process development and improvements, problem solving. Six Sigma Green-Belt or higher preferred.
  • An ability to translate raw information into actionable strategies and initiatives.
  • Possesses strong interpersonal skills, and excellent written and verbal communication skills in terms of being clear, concise, and professional with the ability to work effectively across teams.
  • Self-motivated with the ability to efficiently balance multiple projects, prioritizing them under tight deadlines while working independently with limited oversight.
  • Accountability and follow-through skills.
  • Enjoys learning new things.
  • Is comfortable working in a changing/growing environment.
  • Passionate about the customer experience and demonstrated experience improving customer NPS.
  • Proficient with MS Office (Excel, Word, PowerPoint).
  • Experience with Salesforce, Power BI and/or Zuora is recommended.

PERKS & COMPENSATION

Not only will you get to work with a group of innovative, dedicated, and motivated peers, you will also have access to all the benefits that Nexamp Offers. This includes: our competitive compensation package; a 401 (k) employer-match; health, dental, & vision insurance with company contribution; Open Paid Time Off; Commuter Benefits and Cell Phone Reimbursement. 

NEXAMP VALUES AND MISSION

Building the future of energy so it is clean, simple and accessible

Nexamp is building the energy infrastructure of tomorrow and reinventing the way people interact with the electricity that powers their lives. By deploying a distributed network of locally sourced clean energy, we seek to reduce the negative effects of climate change. Our team’s diverse experience drives innovation from the ground up and with a singular passion: to deliver an accessible and sustainable energy future for all.

 

Sectors

Energy

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Nexamp