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Job Category
Operations
Job Details
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Our global Education Experience business is on a journey to reimagine how we align internally and how we serve our customers in an Easy, Expert, and Efficient way. This shift requires transformation across our organization, people, process, and technology, and our Education Engagement Experience Design team plays a critical and central role in this effort. The PSX Education Experience Senior Analyst will be responsible for designing the end-to-end Signature Customer Success Architect experience in close partnership with our key partners across the business.
Using Experience Design methodologies, this role will work across Salesforce understanding needs, aligning key partners, procuring leadership approvals, and ultimately designing improved, more frictionless experiences for our customers and internal Education Experience delivery teams. New and improved experiences will aim to increase automation, reduce clicks, and streamline and scale operations within our system(s) of engagement.
The ideal candidate has experience supporting efforts to create strategic transformational change that leverages new technology, processes, and operating models across complex organizations. The candidate will be endlessly focused on and passionate about driving innovation and change. The individual will have good communication skills, and the ability to partner with a broad multi-functional organization that is laser-focused on delivering to customer needs. We are seeking a candidate who can navigate through ambiguity, possesses a natural ability to collaborate with and present to key partners, is skilled in experience design, can strategically map out customer journeys, and can bring that vision to fruition.
Primary Responsibilities:
- Can demonstrate basic Experience Design methodologies and principles to identify and develop transformational experiences that focus on outcomes, improve efficiencies, accelerate time to resolution, and drive customer satisfaction and innovation for our Education Experience business.
- A compassionate and attentive listener who draws out requirements through interviews, workshops, surveys, and other business analysis techniques, transforming them into inspirational experiences
- Presents findings, recommendations, and aspirational experiences to business partners for alignment
- With a customer-centric focus, initiates quick experimentation and testing of hypotheses
- Navigates difficult conversations, diverse issues, and conflicting requirements by facilitating negotiations, and presenting options to solution designs that align with overall business needs
- Effectively identifies, frames, and communicates problems in a manner that ensures all parties understand what they are, why they're important, and how we might go about solving them
- Inspires trust and nurtures relationships with stakeholders and business partners across the organization
- Inspires trust and nurtures relationships with stakeholders and business partners across the organization
- Translates aspirational experiences into jobs to be done for technical requirements
- Designs and effectively communicates customer and user journeys
- Partners with business analyst functions to support the delivery of the experience
- Participates as a tester in User Acceptance Testing (UAT) activities to ensure the desired experience is delivered
- Connects experiences with organizational priorities to drive alignment and accelerate innovation
- Experience with and strong level of comfort using Google Slides to support executive storytelling
- Experience with design applications including but not limited to, Google Slides, Figma, Lucid Chart, and Miro
- Embodies the values of Trust, Customer Success, Innovation, and Equality
Preferred Qualifications:
- Experience building alignment with key executives, leaders, stakeholders, and business partners across complex organizations
- Has a desire to demonstrate growth with executive presence and deliver compelling perspectives with supportive data
- Demonstrated ability to motivate, influence, and gain commitment at all levels of the organization
- Expertise in technology transformation and automation
- Experience in Enterprise SaaS / Cloud companies preferred but not required
- Strategic thinker, with a clear vision to drive world-class change management.
- Experience with customer-centric design
- Salesforce cloud certifications, such as ADM 201
- Process improvement experience by applying Lean/Six-Sigma methodologies
- LEAN certification and/or Lean Six Sigma Black Belt
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