SummaryThis role is highly customer focused and has a passion for driving continuous improvement programs to improve the experience for our top customers, our teammates and our shareholders. This role will work with various teams in both Customer Services and the Business Unit to create great experiences for our customers and value adding to business.Key responsibilities Improve the customer experience by identifying opportunities to eliminate contacts, reduce friction in our contacts and improve variances in teammate performance. Through a specialized level of business acumen, you will have the ability to identify, establish and introduce best practice by having a good understanding of the bigger picture and what drives company strategy. Continuous monitoring and assessment of the end to end customer journey with respect to customer experience improvement projects leveraging internal insights and external best practices. Design customer service modules to top merchants to improve customer experience. Support strategy development and lead implementations of new initiatives. Change management - Pro-actively evaluate the impact of upcoming policy/product/process changes for the department in order to co-ordinate and ensure their effective implementation and positive impact on customer experience. Document process for our workflows and conduct process analysis to identify opportunities, improve and implement new workflows, policies and practices. Develop effective working relationships in GCX, Global eB