About the Role
We are seeking an experienced Customer Experience Specialist to join our team. In this role, you will analyze customer journeys, identify experience gaps, and drive improvements across both digital and operational touchpoints. Your expertise will be vital in enhancing our customer experience and ensuring our services align with customer needs and expectations.
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Key Responsibilities
- Analyze the end-to-end customer journey, from initial product/service engagement through the customer lifecycle.
- Identify customer segments, pain points, experience gaps, and improvement opportunities across multiple touchpoints.
- Collaborate effectively with cross-functional teams including Marketing, Sales, Product, Account Management, Customer Service, Billing, and Finance.
- Collect, monitor, and analyze customer feedback and CX metrics to inform strategy.
- Translate customer insights into actionable recommendations and process improvements.
- Identify operational issues affecting customer experience across pre-sales, post-sales, billing, installation, and service processes.
- Work with technology teams to enhance digital customer journeys, including websites and self-service applications.
- Utilize strong analytical, communication, and problem-solving skills to manage stakeholders and drive change.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related field.
- A minimum of 4 years of professional experience in Customer Experience (CX).
- Strong understanding of customer journey mapping and customer experience methodologies.
- Experience in analyzing customer feedback and CX metrics.
- Strong ability to identify operational issues and recommend process improvements.
- Proven experience working in a fast-paced and cross-functional environment.
- Excellent analytical, communication, stakeholder management, and problem-solving skills.
Travel and Contract Details
- This position may require occasional travel to support customer interactions and team collaboration.
- The role is a full-time position with a competitive benefits package.
