Global Senior Process Specialist - Salesforce

Overview Join the Global Customer Support Center of Expertise as the Senior Process Specialist leading the Salesforce agenda - a critical, customer-obsessed role driving digital transformation and self-service customer experience globally. You will own the end-to-end Salesforce capability, enabling a frictionless, intuitive experience for customers and CSRs and progressing toward our 90% self-service case resolution ambition.

Reporting into the Global Customer Expertise Lead, you will partner with Tech and stakeholders globally to co-design enhancements that reduce customer effort, streamline CSR workflows and strengthen case management stability. You will also validate business and technical readiness ahead of global releases (UAT, training and communications), serve as the global SME for the tool and provide coaching and escalation support to regional superusers and CSRs across the network.

Responsibilities

• Own the end-to-end Salesforce capability globally and lead the digital transformation agenda, progressing toward the 90% self-service case resolution ambition.
• Co-design enhancements with Tech that reduce customer effort, streamline CSR workflows and strengthen case management stability.
• Own Salesforce system expertise, including workflows, routing logic, integrations and case management behaviour, leading process improvements and tool optimisation.
• Set the global standard for issue resolution, ensuring root causes are addressed and consistent troubleshooting across all GCCs.
• Manage global tool functionality and day-to-day system stability, including functional support and performance monitoring.
• Lead global Salesforce training and capability building; manage role-based access for CSRs in line with control standards.
• Report on adoption, SLAs and Ways of Working, providing data-driven insights on customer effort drivers, self-service performance and opportunities to uplift global service experience.
• Validate business and technical readiness ahead of global releases, including UAT outcomes, training completion, documentation accuracy and communications readiness.
• Serve as the global SME for Salesforce in projects and design discussions, ensuring requirements reflect customer experience and case management best practice.
• Support regional Salesforce key users and CSRs through coaching, operational guidance and escalation support, ensuring consistent adoption and SLA performance across the network.

Qualifications

• 5+ years of experience in Customer Service, Customer Experience or Process Excellence
• Technical and digital systems expertise, with hands-on experience in Salesforce or other CRM and case management platforms.
• Strong data analysis and dashboard creation skills, with the ability to translate adoption, SLA and Ways of Working data into actionable insights.
• Solid understanding of global case management and Customer Support processes.
• Proven experience in process design and optimisation.
• Demonstrated ability to deliver Continuous Improvement initiatives using Lean Six Sigma methodology.
• Strong problem-solving and root-cause analysis skills, with the ability to identify sustainable solutions.
• Confident trainer and coach, comfortable building tool capability across distributed teams.
• Excellent communication skills, with the ability to translate technical topics into clear, actionable guidance.
• Strong stakeholder management and influencing skills across technical, operational and regional teams.
• Customer-centric mindset, with a passion for reducing customer effort and elevating service experience.
• Strategic mindset combined with a proactive, hands-on attitude and leadership skills to guide regional superusers.
• Experience managing a Customer Support team