Customer Journey Experteer for improving our client onboarding process
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As Needed (<8h/week)
Pro Bono Consultant
You must be able to speak Spanish.
Additionally, speaking English would be helpful.
When Can You Start?
The ideal start date for this project is Flexible.
The estimated duration of this project is flexible - whatever period it takes to complete the project.
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.
The successful completion of this project would include the delivery of:
- A Customer Journey Plan, appplicable for all the areas involved
- A Communications Guide that describes the specifics for contacting our clients and right time for doing it
- Increased referrals as a result of the improved customer journey, once the plan is implemented
It is important that we find an Experteer consultant with a background in customer service, sales, and/or marketing.
We Provide These Local Benefits
- 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.
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.
This project accepts applications for virtual experteers.