Customer Experience Specialist

To effectively monitor and enhance the customer experience by collecting feedback, measuring satisfaction levels, tracking key CX metrics, and analyzing customer touchpoints throughout the entire customer journey. The role ensures continuous improvement initiatives that strengthen customer loyalty and align with overall business objectives.

• Identify customer journey touchpoints and analyze their current performance, recommending improvement opportunities.
• Collect, track, and analyze customer feedback, and provide actionable insights to internal stakeholders.
• Measure and monitor key customer experience metrics, including Net Promoter Score (NPS), customer satisfaction (CSAT), and other relevant KPIs.
• Conduct customer interviews, surveys, and feedback analysis, and prepare data‑driven reports.
• Collaborate with internal teams (Customer Service, Operations, Sales, Marketing, Product, and Technology) to identify gaps and improvement opportunities.
• Escalate operational issues (e.g., billing, installation, pre/post‑sales processes) to ensure a seamless customer experience.
• Align customer experience strategies with marketing objectives and overall business goals.
• Work closely with product and technology teams to enhance digital customer journeys (website, self‑service platforms, mobile applications).
• Design and implement customer retention programs to reduce churn and strengthen long‑term engagement.
• Monitor service performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Analyze internal performance data to identify trends impacting customer experience.
• Track market trends and competitor strategies to maintain a competitive CX advantage.
• Prepare weekly, monthly, and annual performance reports for stakeholders.
• Lead cross‑functional projects aimed at improving the overall customer journey.

• Bachelor’s degree in Business Administration or a related field.
• 5–7 years of experience in Customer Experience, Customer Service, or Operations.
• Strong analytical skills with experience in feedback analysis and process improvement.
• Proficiency in CX tools, CRM systems, and customer support platforms.
• Experience in the service industry or e‑commerce is preferred.
• Strong communication and stakeholder management skills.
• Ability to work in a fast‑paced environment and deliver measurable results.