Social Impact Project for Customer Journey Experteer for improving our client onboarding process

How This Works

As part of the TRANSFORM Support Hub, you will learn how to advance your career while getting hands on experience on projects like this one.

Project Description and Impact

Customer Journey Experteer for improving our client onboarding process

Our Customer Service team

In August 2017, our customer service team started to uncover and define the weaknesses in the current customer service strategy which effected our clients during their buying experience. Our goal for the next phase of this project is to innovate new solutions for the problems found, improving the customer journey to increase customer satisfaction and impact of our services.

Optimizing our customer journey is very important for our business positioning strategies as satisfied customers are the key to our company's success. In Mexican culture, students loans are still a relatively unknown product, although they are slowly gaining a place in the finance market. We believe that our product has the potential to open doors for students which they may never have had access to otherwise, impacting their futures and that of subsequent generations. Because of the potential positive impact of this service, we need to provide the best possible experience to clients who do use this new type of loan so that they will become net promoters.

We would like to have an experteer who can help up redesign our complete onboarding process (website experience, lead warming, application process, onboarding and welcome) to achieve this goal and train our staff to continue along this path of improvement.

Learning Opportunity

Our company has achieved significant growth since it started operations. The selected candidate would have the opportunity to gain hands-on experience and to apply his/her knowledge to our tasks with autonomy. This is also a good learning opportunity for someone building their resume to demonstrate experience in an agile startup environment.

As a team, we’re kind, easy going, welcoming, and open and honest with communication. We are always looking forward to helping students reach their educational goals.

Additional Benefits

This is a virtual project, however there will be a huge opportunity for our experteer to know a new corporate culture and to explore new ways of working.