SUNPASS CUSTOMER JOURNEY SPECIALIST- 55012889

State of Florida-posted 2 months ago
$54,590 - $60,000/Yr
Full-time
FL
1,001-5,000 employees
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The SunPass Customer Journey Specialist position at the Florida Department of Transportation involves mapping and analyzing end-to-end customer journeys across various channels, identifying opportunities for improvement, and escalating insights to the Customer Success Manager. The role focuses on enhancing customer experience and operational efficiencies within the SunPass Program. The successful candidate will work collaboratively with various teams to ensure effective communication and resource alignment, contributing to the department's mission of providing a safe and efficient transportation system.

  • Map and analyze end-to-end customer journeys across all channels (calls/chats, IVR, self-service).
  • Identify opportunities for improvement and escalate insights to the Customer Success Manager for action.
  • Identify customer-related trends and potential opportunities for operational efficiencies, services, procedures, and processes.
  • Coordinate customer-facing improvement initiatives such as IVR call flow optimization and communication updates.
  • Support administrative and project management tasks, including meeting coordination and documentation.
  • Collaborate with Communications, QA, and Training teams as well as vendors to align customer messaging.
  • Serve in times of emergency to support state response efforts.
  • Knowledge of customer journey mapping and customer experience frameworks.
  • Knowledge of contemporary business operations concepts and techniques.
  • Skills in verbal and written communication.
  • Skills in data collection, documentation, and reporting.
  • Skills in organizational and time management.
  • Proficiency in Microsoft Office and project management tools (e.g., Asana, Smartsheet).
  • Ability to document and improve processes with a customer-centric approach.
  • Ability to interpret and apply rules, regulations, policies, and procedures.
  • Ability to develop and interpret performance data to improve operational effectiveness.
  • Ability to present data insights to all levels of management.
  • Ability to manage multiple priorities independently.
  • Ability to collaborate cross-functionally and drive alignment between vendors.
  • Health insurance (over 90% employer paid)
  • $25,000 life insurance policy (100% employer paid)
  • Dental, vision and supplemental insurances
  • State of Florida retirement package
  • 10 paid holidays a year
  • Generous vacation and sick leave
  • Career advancement opportunities
  • Tuition waiver for public college courses
  • A variety of training opportunities
  • Employee Assistance Program (EAP)
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