Role Purpose Support the customer experience within your assigned journey Technical Issues acting as the subject matter expert SME and advocate for continuous improvement Identify and scope opportunities that improve containment automation performance and CSAT raising tickets to the Build Program for implementation Ensure readiness across all changes including KB updates testing and stakeholder communication to maintain a consistent and trusted end-to-end support experience Key ResponsibilitiesJourney Optimization Map and assess your journey across all touchpoints self-service virtual agent live help community to identify pain points automation opportunities and efficiency gains Automation AI Execution Partner on the continuous refinement of automation logic and AI Led Support using performance data Human-in-the-Loop HITL testing and user insights to improve containment accuracy and customer trust Chance Identification Ticketing Translate insights and customer pain points into clear actionable tickets for the Build Program to implement Track progress and validate post-launch impact Product Release Readiness Own the journey readiness process for product and support releases coordinating KB IKB content updates testing and validation to ensure seamless deployment User Acceptance Testing UAT Participate in UAT for all journey-affecting changes ensuring logic tone and experience meet quality standards before go-live Knowledge Management Create maintain and optimize journey-related knowledge content to ensure accuracy discoverability and alignment with customer intent Performance Impact Tracking Monitor key journey metrics containment CSAT cost per contact to identify trends root causes and areas for improvement Escalation Management Manage L4 escalations within your journey ensuring timely resolution and capturing learnings to inform systemic fixes Voice of Customer Analyze customer sentiment survey results and feedback to surface insights that drive journey-level improvements Cross-Functional Collaboration Work with Product Engineering Operations and Build Program teams to align on improvements readiness and quality outcomes What You ll Need to SucceedExperience in customer support knowledge management or journey optimization Proven ability to analyze data identify improvement opportunities and translate insights into actionable change requests Understanding of virtual agent logic self-service flows and automation performance Strong attention to detail with experience managing KB IKB content and release readiness Excellent collaboration and communication skills comfortable working across teams and systems Key Success MetricsContainment and automation performance improvements CSAT and sentiment uplift within the journey Accuracy and timeliness of KB IKB updates Quality and readiness of journey releases zero defects at launch Reduction in escalations and root cause recurrence Gen is proud to be an equal-opportunity employer committed to diversity and inclusivity We base employment decisions on merit experience and business needs without considering race color national origin age religion sex pregnancy genetic information disability medical condition marital status sexual orientation gender identity or expression military or veteran status or other unlawful factors Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants Learn more about pay transparency To conform to U S export control regulations applicant should be eligible for any required authorizations from the U S Government

📌 Sr. Experience Management Specialist (Tamil Nadu)
🏢 Gen
📍 Tamil Nadu