Continuous Improvement Analyst

Location:

Salt Lake City, Utah
Requisition Number:
R0050329

Summary

Reporting to the Director of Service Design (NA) and supporting multiple Departments (Buy, Member to Member, Sell). The customer experience role is highly customer focused and has a passion for driving continuous improvement programs to improve the experience for our customers, our teammates and our shareholders. Day to day responsibilities will include supporting the Service Design and Strategy by inspiring change initiatives to meet the strategic goals of the department, carrying out customer experience analysis and deep dives to provide practical insights and recommendations to the business, acting as a knowledge subject matter expert, in projects and initiatives.

Key responsibilities

  • Improve the customer experience by finding opportunities to eliminate contacts, reduce friction in our contacts and improve variances in teammate performance on CE metrics
  • Continuous monitoring and assessment of the end to end customer journey with respect to customer experience improvement projects leveraging internal insights and external standard methodologies.
  • Initiate/Lead/Support customer experience improvement projects from initiation to closure and ensure regular communication on the project progress, effective change management practices and results supported by control plans.
  • 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.
  • Communicate regularly with key business partners representing the voice of the customer and teammate on key process/policy changes.
  • Document process for our workflows and conduct process analysis to find opportunities, improve and implement new workflows, policies and practices.
  • Develop effective working relationships with peers in Global Service Delivery, Global Customer Experience and Global eBay Policies and Operations teams, using their expertise to achieve goals.
  • Independent problem solving and decision making grounded in insights, facts and aligned with the strategic priorities of the LOB.
  • Generate innovative ideas and solutions, providing input and feedback to the overall Service Strategy and Design.
  • Learn quickly, enjoy working independently and have the proven track record to multi-task and work under pressure in a busy environment.

Job Requirements

  • At least 3 years’ experience in a customer service environment, preferably with exposure to working in cross functional teams or projects.
  • Demonstrates breadth and depth in use and application of analytics principles, tools and methodologies (quantitative & qualitative).
  • Displays thorough understanding of eBay’s relevant business areas, policies, systems and procedures
  • Excellent communication, presentation and networking skills with an ability to tailor approach to the different levels in the organization.
  • A consistent track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities toward professional growth.
  • Ability to generate innovative ideas and solutions.
  • Ability to handle multiple tasks, meet deadlines in a multifaceted/changing environment.
  • Ability to learn quickly and to work independently and under pressure in a busy environment.
  • Strong solid understanding of contact center functions including online and IVR self service functions
  • Positive attitude and ability to be a standout colleague.
  • Strong facilitation and organizational skills.
  • Flexibility to travel from time to time.
  • Solid understanding of Microsoft Office programs such as Outlook, Excel, Word, PowerPoint and Visio.

Education

  • Bachelor’s Degree or Equivalent

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes New Mexico, Colorado and Hawaii.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

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View our privacy policy and accessibility info

Continuous Improvement Analyst

Salt Lake City, Utah Requisition Number R0050329

Summary

Reporting to the Director of Service Design (NA) and supporting multiple Departments (Buy, Member to Member, Sell). The customer experience role is highly customer focused and has a passion for driving continuous improvement programs to improve the experience for our customers, our teammates and our shareholders. Day to day responsibilities will include supporting the Service Design and Strategy by inspiring change initiatives to meet the strategic goals of the department, carrying out customer experience analysis and deep dives to provide practical insights and recommendations to the business, acting as a knowledge subject matter expert, in projects and initiatives.

Key responsibilities

  • Improve the customer experience by finding opportunities to eliminate contacts, reduce friction in our contacts and improve variances in teammate performance on CE metrics
  • Continuous monitoring and assessment of the end to end customer journey with respect to customer experience improvement projects leveraging internal insights and external standard methodologies.
  • Initiate/Lead/Support customer experience improvement projects from initiation to closure and ensure regular communication on the project progress, effective change management practices and results supported by control plans.
  • 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.
  • Communicate regularly with key business partners representing the voice of the customer and teammate on key process/policy changes.
  • Document process for our workflows and conduct process analysis to find opportunities, improve and implement new workflows, policies and practices.
  • Develop effective working relationships with peers in Global Service Delivery, Global Customer Experience and Global eBay Policies and Operations teams, using their expertise to achieve goals.
  • Independent problem solving and decision making grounded in insights, facts and aligned with the strategic priorities of the LOB.
  • Generate innovative ideas and solutions, providing input and feedback to the overall Service Strategy and Design.
  • Learn quickly, enjoy working independently and have the proven track record to multi-task and work under pressure in a busy environment.

Job Requirements

  • At least 3 years’ experience in a customer service environment, preferably with exposure to working in cross functional teams or projects.
  • Demonstrates breadth and depth in use and application of analytics principles, tools and methodologies (quantitative & qualitative).
  • Displays thorough understanding of eBay’s relevant business areas, policies, systems and procedures
  • Excellent communication, presentation and networking skills with an ability to tailor approach to the different levels in the organization.
  • A consistent track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities toward professional growth.
  • Ability to generate innovative ideas and solutions.
  • Ability to handle multiple tasks, meet deadlines in a multifaceted/changing environment.
  • Ability to learn quickly and to work independently and under pressure in a busy environment.
  • Strong solid understanding of contact center functions including online and IVR self service functions
  • Positive attitude and ability to be a standout colleague.
  • Strong facilitation and organizational skills.
  • Flexibility to travel from time to time.
  • Solid understanding of Microsoft Office programs such as Outlook, Excel, Word, PowerPoint and Visio.

Education

  • Bachelor’s Degree or Equivalent

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes New Mexico, Colorado and Hawaii.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info