Job Description – Experience User **About the Role:** This role is within our Continuous Improvement team working as an experience user, who will be mainly responsible for looking after and supporting our Benelux and Poland Operating Units, who have recently been onboarded to our Oracle EBS system. **Key Responsibilities:** + Analyse customer service data to identify trends and areas for improvement. + Develop and implement strategies to enhance customer satisfaction. + Collaborate with the customer service team to resolve customer issues. + Assist in the development and maintenance of customer service policies and procedures. + Participate in training and development programs to stay current with industry best practices. + Create and maintain detailed documentation of customer interactions and resolutions. + Assist in the development and execution of customer service training programs. + Coordinate with other departments to ensure a seamless customer experience. + Prepare and present reports on customer service performance to senior management. + Identify opportunities for process improvements and efficiency gains. + Collaborate with cross-functional teams to drive process improvements and ensure alignment with organizational goals. + Monitor and report on the progress of continuous improvement initiatives. + Provide training and support to team members on continuous improvement tools and techniques. + Conduct root cause analysis to identify and address underlying issues. + Develop and maintain documentation related to process improvements. **Key Skills:** + Work with large amount of information and capable of analysing data. + Intermediate Microsoft Office Skills + Good organisational skills with attention to detail. + Strong verbal and written Communication skills + Work flexibly in a changing environment + Ability to work in a team environment under minimal supervision + Provide support to co-workers regarding returns related questions, product knowledge etc. + Take proactive involvement in determining and implementing process/system changes **Who we are:** At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com. Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process. **Job:** CUSTOMER SERVICE **Organization:** Assessment & Qualifications **Schedule:** FULL\_TIME **Workplace Type:** **Req ID:** 18056 \#LI-REMOTE