Customer Experience Specialist

Job Purpose

The Customer Experience (CX) Specialist will play a key role in embedding a customer-first culture across the organization by designing, managing, and continuously improving customer experience initiatives. This role is responsible for mapping customer journeys, managing feedback programs, driving customer advocacy, and translating CX insights into actionable improvements that enhance satisfaction, loyalty, and business performance.

• Champion a customer-first culture and ensure customer experience best practices are embedded across departments and processes.
• Map, analyze, and optimize end-to-end customer journeys to identify key touchpoints, pain points, and improvement opportunities.
• Manage and track customer experience survey programs, including feedback collection, analysis, and closed-loop follow-up actions.
• Oversee customer advocacy initiatives such as testimonials, case studies, reviews, and referral programs to strengthen brand credibility and trust.
• Promote CX culture through structured training programs, internal communications, and advocacy initiatives.
• Analyze customer experience insights, metrics, and trends, and deliver clear, actionable recommendations to enhance the overall customer experience.
• Collaborate with cross-functional teams to implement CX improvements and monitor their impact.
• Track key CX metrics (e.g., NPS, CSAT, CES) and prepare regular performance reports for management.

• Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field.
• 3–6 years of experience in customer experience, customer insights, service design, or a related role.
• Hands‑on experience with customer journey mapping, survey tools, and feedback management systems.
• Strong analytical skills with the ability to translate data into practical business insights.
• Experience working in cross‑functional environments and driving change initiatives.