Remote only

Customer Journey Experteer for improving our client onboarding process

Support Quality Education

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Skills Needed

  • Business Strategy
  • Marketing
  • Online Marketing
  • Strategic Marketing

Estimated workload

< 10 hours a week

Role

Consultant (Typically 1 - 12 weeks)

Language Proficiencies

You must be able to speak Spanish.
Additionally, speaking Englishwould be helpful.

When Can You Start?

You can start Flexible

In Partnership With

promotoralogo

Funded by

Promotora Social logo

Project Details


Description and Impact

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.

Deliverables

The successful completion of this project would include the delivery of:

  1. A Customer Journey Plan, appplicable for all the areas involved
  2. A Communications Guide that  describes the specifics for contacting our clients and right time for doing it
  3. Increased referrals as a result of the improved customer journey, once the plan is implemented  

Other requirements

It is important that we find an Experteer consultant with a background in customer service, sales, and/or marketing.

We Provide These Local Benefits


Benefits Overview

  • Learning Opportunity

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. 

Virtual

This project accepts applications for virtual experteers.

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