Service Design Specialist

Job Description

eBay is a global commerce leader that allows you to shape how the world buys, sells, and gives. You’ll be part of a work culture that’s been genuinely committed to diversity and inclusion since its founding more than 20 years ago. Here, you can just be yourself, do your best work, and have a meaningful impact on people across the globe. We are looking for people with drive, ideas, and a passion for helping small businesses succeed to help shape the future of eBay—does this sound like you? If so, we’d love to talk to you!

Service Design Specialist

This role will be responsible for detailing the customer experience process flows, service design for Payments! This role is highly customer focused and has a passion for driving a great experience for our customers, our team mates and our shareholders. Day to day responsibilities will include designing and documenting process flows to align with regulatory requirements, managing a portfolio of internal and Marketplace projects, working with Customer Service Technology partners on technical requirements, and all aspects of teammate readiness including supporting training and content design, working to aggressive timelines and deadlines, and acting as an expert for GCX in the payments program!

Key responsibilities

• Document processes for our workflows and conduct process analysis to find opportunities, improve and implement new workflows, policies and practices in accordance with regulatory requirements set forth by AML, Legal, and Compliance.
• Support in the generation of new improvements for Payments service design
• Improve the customer experience by finding opportunities to eliminate contacts, reduce friction in our contacts and improve variances in teammate performance on CE metrics
• Continuous monitoring and assessment of the end to end customer journey with respect to customer experience improvements using internal insights and standard methodologies.
• Initiate/Lead/Support customer experience improvement components of various Marketplace and Internally driven projects from initiation to closure and ensure regular communication on progress, facilitation of impact assessment and relevant aspects of teammate readiness, effective change management practices and results supported by control plans.
• Change management - Pro-actively evaluate the impact of upcoming policy/product/process changes for the project in order to co-ordinate and ensure their effective implementation and positive impact on customer experience.
• Communicate regularly with key business partners representing the voice of the customer and teammate on key process/policy changes.
• Develop effective working relationships with peers in GCX and the wider payments program teams, tapping into their expertise to achieve goals.
• Independent problem solving and decision making grounded in insights, facts and aligned with the strategic priorities of the program.
• Generate innovative ideas and solutions, providing input and feedback to the overall Service Design.
• Learn quickly, enjoy working independently and have the proven ability to multi-task and work under pressure in a busy environment.

Job Requirements

• At least 3 years’ experience in a customer service environment, with exposure to working in multi-functional teams or projects.
• Previous experience with a payments related industry is beneficial
• Demonstrates breadth and depth in use and application of analytics principles, tools and methodologies (quantitative & qualitative).
• Displays thorough understanding of eBay’s relevant business areas, policies, systems and procedures
• Superb communication, presentation and networking skills with an ability to tailor approach to the different levels in the organization.
• A proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities toward professional growth.
• Ability to handle multiple tasks, meet deadlines in a dynamic/changing environment.
• Ability to learn quickly and to work independently and under pressure in a busy environment.
• Solid understanding of contact center functions including online and IVR self service functions
• Positive attitude and ability to be a standout colleague.
• Strong facilitation and organizational skills.
• Flexibility to travel from time to time.
• Working knowledge of Microsoft Office programs such as Outlook, Excel, Word, Powerpoint; and Visio.

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity & Inclusion click here: https://www.ebayinc.com/our-company/diversity-inclusion/.

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eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected] . We will make every effort to respond to your request for disability assistance as soon as possible.

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