Service Designer (Contingent)

• Integrate Intake with CRM: Integrate intake with an enterprise Customer Relationship Management system to maintain customer history, ensure consistent communications, and surface patterns in requests. Coordinate with training, enablement, and change management workstreams so CRM is implemented across all necessary touchpoints in the long-term customer journey.

• Identify Automation Opportunities: Map use-case workflows, flag discovery artifacts, and define potential metrics, in coordination with data ingestion and AI/ML enablement efforts.

• Publish Onboarding Guides and Templates: Publish authoritative onboarding guides and templates covering requirements, expectations, and obligations, and maintain a single source of truth using platform documentation standards.

• Define and Monitor Intake KPIs: Define and monitor intake KPIs such as cycle time, conversion rates, bottlenecks, and customer satisfaction through an Intake KPI Dashboard. Conduct biweekly reviews to identify improvement opportunities, document them in an improvement log, propose actions, implement approved changes, and validate results.

• Develop Service Blueprints: Develop service blueprints and continuously improve workflows for common customer journeys, tracking handoffs, dependencies, and outcomes, and streamlining wherever possible.

• Own Change Management Strategy: Develop and maintain a change management strategy to ensure sustained use of platform capabilities.

• Stand Up Feedback Loops: Stand up continuous feedback loops — surveys, interviews, usage analytics, sentiment — to keep a real-time pulse on user needs and prioritize platform improvements, feeding insights back into intake and product planning.