Senior Specialist Customer Experience SaaS (m/w/d)

ResMed Inc

ResMed seeks a Senior Specialist to analyze and optimize customer journeys within their SaaS business. The role involves leveraging data and cross-functional collaboration to enhance onboarding, service, and support experiences across the customer lifecycle.

Responsibilities

Analyze customer journeys and identify optimization opportunities and efficiency gains
Define key performance indicators and derive actionable improvement measures from data
Develop scalable customer experiences throughout the entire customer lifecycle
Facilitate process automation and coordinate cross-functional initiatives across teams
Collaborate with customer success, service, sales, marketing, and product teams on journey improvements

Requirements

Multiple years of customer journey experience in SaaS customer success, support, or related function
Demonstrated success building, developing, or optimizing customer journeys in larger service organizations
Strong project management competency and ability to handle complex initiatives
Capacity to coordinate, influence, and align cross-functional stakeholders toward shared goals
Proficiency with data analysis, KPIs, and metrics-driven decision-making
Experience with Salesforce, Tableau, or comparable analytics tools

Apply

Vacancy posted 24 days ago

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