Agent Experience Architect
careerarcBel Air (MD)
About the role
Bob's Discount Furniture is seeking an Agent Experience Specialist to partner with Customer Support and other departments to enhance the agent and customer experience. You will analyze trends, map processes, and implement tool and training improvements to boost FCR, NPS, and overall productivity.
The role emphasizes cross-functional collaboration, data-driven decision making, and advocacy for frontline agents, with a focus on scalable solutions and continuous improvement.
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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