What are the responsibilities and job description for the Senior Customer Experience Process Analyst position at Able Net?
POSITION SUMMARY :
The Senior CX Process Analyst is responsible for delivering training in both processes and systems to internal Customer Experience staff. This role is responsible for outlining and documenting workflows associated with all technology platforms used by the Customer Experience team. The Process and Training Analyst will manage the internal and external systems for all stakeholders to access to support self-service training options. They will act as a backup for internal teams during staffing shortages and high volume, ensuring that operations continue smoothly and efficiently across the department.
POSITION RESPONSIBILITIES :
Instructional Design :
- Develop comprehensive instructional materials, including e-learning modules, training manuals, and interactive content.
- Analyze learner needs and objectives to create effective course designs and assessments.
- Apply instructional design theories, models, and principles to create engaging and effective learning experiences.
- Collaborate with subject matter experts to ensure content accuracy and relevance.
Content Creation :
Project Management :
Technology Utilization :
Department Support :
CORE COMPETENCIES, SKILLS & ABILITIES :
POSITION REQUIREMENTS :
Education & Experience
Physical, Time, Presence & Other Requirements
Physical :
Standard Office Environment : Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.
Time :
Full-Time employees are expected to work an average of 40 hours per week. Additional hours (subject to overtime) may be required as needed, including outside "normal" business hours.
Presence :
Flexible : This role can be performed in a fully onsite, fully remote, or hybrid capacity.
