Customer Experience Specialist
Topicals
Process Re-Engineer – Sales Process and Performance
Fannie Mae
full-time
Posted on:
Origin: • 🇺🇸 United States • District of Columbia
Visit company websiteSalary
💰 $107,000 - $139,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead efforts to evaluate, redesign, and optimize sales-related processes to enhance operational efficiency, client engagement, and business outcomes.
- Collaborate with Client Engagement, Risk, Servicing, and Technology teams to conduct stakeholder analysis to understand current pain points and gain insights into process challenges.
- Create visual representations of workflows using techniques such as flow charts to highlight areas of bottlenecks and opportunities of efficiency.
- Apply process improvement & re-engineering methodologies to design and implement scalable, efficient, and compliant processes.
- Translate data-driven insights into actionable process enhancements that support organizational goals and improve client experience.
- Develop and maintain process documentation, including workflows, standard operating procedures (SOPs), and performance metrics.
- Consult on process design best practices and support change management initiatives and continuous improvement efforts.
- Monitor the impact of implemented changes and provide regular updates to leadership on performance outcomes and areas for further optimization.
Requirements
- At least 4 years of experience in process improvement, sales operations, or business transformation, preferably in financial services or a regulated environment.
- Bachelor’s degree in Business, Operations, or a related field, or equivalent experience.
- Sales Process Re-engineering
- Business Process Mapping & Analysis
- Data Interpretation & Performance Metrics
- Customer and Market Insights
- Design Thinking & Innovation
- Governance and Compliance
- Change Management
- CRM and Sales Enablement Tools
- Systems Evaluation
- Technical Capability Gap Analysis
- SF Market Engagement – Process Improvement – Lead Associate
- Bachelor's Level Degree (Required)
