What will you be doing?

• Service Design and Optimization:
  • Co-create a visual service blueprint diagram that highlights the customer journey, touchpoints, and areas where improvements can be made.
  • Develop a proposal for optimizing the customer support experience, including specific design changes and potential operational improvements.
• Customer Journey Mapping:
  • Map the customer journey and touchpoints to gain insights into pain points and opportunities for enhancing the overall customer experience.
  • Involve relevant teams to co-create the customer journey mapping, ensuring alignment and a holistic understanding of the customer's interaction with our services.
• Experience Enhancement:
  • Drive initiatives to enhance the overall employee and customer experiences by leveraging insights from service design, operational improvements, customer journey mapping, and data analysis.
  • Foster a culture of continuous improvement and feedback based on the findings from the visualized service design blueprint and customer journey map.
• Operational Efficiency:
  • Analyze existing operational processes and identify areas for optimization, focusing on the customer support workflow.
  • Propose recommendations for streamlining operational processes to enhance the overall customer experience.
• Cross-Functional Collaboration:
  • Collaborate closely with various teams, including customer support, product development, and customer success, to ensure seamless integration of design-driven service improvements.
  • Maintain effective communication channels and co-create solutions that enhance the overall service experience, aligning with the insights gained from the visualized service design blueprint and customer journey map.
• Data-Driven Decision Making:
  • Utilize data and metrics to assess the impact of service design changes and operational optimizations.
• Change Management:
  • Work with stakeholders to manage change resulting from process improvements, ensuring smooth transitions and minimal disruption.
  • Provide support and training to teams during the implementation phase, aligning with the proposed changes identified in the service design and operational optimization.
    
    

What skills and attributes will you need?

• Proven experience in service design, operations optimization, or process improvement.
• Strong understanding of customer experience principles and their relationship to operational efficiency.
• Excellent analytical and problem-solving skills with a focus on co-create solutions.
• Patience and active listening skills to understand the needs and pain points of customers and team members.
• Effective communication skills to convey design ideas, operational improvements, and feedback across different teams.
• A disciplined and organized mind to manage multiple projects and initiatives simultaneously.
• Passion for delivering exceptional service experiences and a customer-centric mindset.

• University degree in industrial engineering, Business, Operations, or a related field.
• Proficiency in using data to drive decision-making and measure the impact of changes.
• Familiarity with SaaS business models and operational processes (preferred but not mandatory).
• Fluency in English is highly desirable.

What benefits will you get?

• Gain valuable experience in the International SaaS business development process. 
• Gain valuable insight into the software development process.
• Exposure to licensed and cutting-edge technology tools such as Intercom, Confluence, Canny, Jira, and Google Workspace.
• The opportunity to work remotely from the comfort of your own space.
• Provision of necessary equipment for remote work.
• Daily self-learning time, with the company covering course tuition fees as needed.
• Opportunities for professional growth as we continue to expand.
• Supplemental health insurance coverage.

What should you consider about this opportunity?

• This opportunity is for folks who truly love service design and pursue being a lead service/experience designer in the long run. This is not a springboard into other areas or jobs at Ronash. This is a great role for those who are excited to contribute to Ronash's growth with a service design mindset.
• Please note that our customers are located in different time zones, predominantly in Eastern Daylight Time (GMT-2:00 - GMT-7:00) and we have 24/7 service coverage.