Description

Role: Product Success Education Experience Analyst / Operations Analyst

Role Type : Individual contributor

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:

24/7 - Flexible, AMER timezone preferred.

Overall 3+ years of relevant experience

Implement and enhance design processes across people, product, and technology domains.

Must be able to see the big picture, understand project objectives and be able to apply their understanding of how processes should work to operational improvement initiatives.

Strong organizational skills, attention to detail, and ability to work quickly and efficiently, prioritising a varied workload with multiple stakeholders and shifting demands

Lead team presentations, focusing on driving transformational change.

Facilitate effective communication and stakeholder management.

Maintain a strong data orientation, gathering insights to inform decisions.

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

Fluent spoken and written English, highly effective written and oral communication skills.

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