Customer Experience (CX) Specialist
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Key skills for this role
About the Role
A confidential company in Sharjah is hiring a Customer Experience Specialist to design and improve customer experience initiatives. The role involves mapping customer journeys, managing feedback programs, and driving customer advocacy to enhance satisfaction and loyalty.
Key Skills for This Role
Responsibilities
- 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.
- Promote CX culture through structured training programs, internal communications, and advocacy initiatives.
- Analyze customer experience insights, metrics, and trends, and deliver clear, actionable recommendations.
- 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.
Requirements
- Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field
- 5–6 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
Full Job Posting
Job Summary
- 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.
Key Responsibilities
- 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.
Qualifications & Experience
- Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field.
- 5–6 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.
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