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Its about creating careers, not just work.

Muve is a UK based law firm aspiring to become a Top 5 player in the £2.5bn conveyancing industry. Our Colombo office with over 250 staff is fundamental to our value proposition, along with the use of technology to ensure we deliver best-in-class service, speed and transparency to our customers. 


Customer Experience Specialist

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JOB SUMMARY


To further our mission in enhancing our customer experience, we are looking for a talented and detail-oriented Customer Experience Specialist who will be responsible for investigating, documenting, and improving existing processes while ensuring a superior customer experience. The successful candidate should have knowledge in process mapping, proficiency in tools like Mural and Visio, a curious and personable nature, keen attention to detail, and a track record in timely delivery of projects.


KEY RESPONSIBILITIES:


  1. Process Analysis and Documentation:
    • Conduct thorough investigations into existing customer experience processes within Muve Conveyancing.
    • Collaborate with cross-functional teams to understand current workflows and gather relevant data.
    • Utilise process mapping techniques to visually represent existing processes using tools like Mural and Visio.
    • Document current processes, identifying pain points, bottlenecks, and areas for improvement.
  2. Process Improvement Projects:
    • Actively participate in cross-functional projects aimed at enhancing the customer experience.
    • Propose and support the implementation of process improvements based on your analysis and findings.
    • Develop comprehensive documentation for the new and improved processes, including process maps and manuals.
  3. Continuous Monitoring and Feedback:
  • Continuously monitor and evaluate the effectiveness of implemented processes.
  • Solicit feedback from internal teams and clients to identify areas for further improvement.
  • Stay up-to-date with industry trends and best practices to drive innovation in customer experience processes.

Requirement & Experience

  • Proven experience in process mapping, process improvement, or similar roles.
  • Proficiency in process mapping tools such as Mural and Visio.
  • Strong analytical skills with exceptional attention to detail.
  • Excellent communication and interpersonal skills, with the ability to work effectively in cross-functional teams.
  • Curiosity and a passion for understanding and improving customer experiences. 
  • Ability to manage multiple projects simultaneously and deliver results on time.