Customer Experience Specialist

Role Overview

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field.
• At least 4 years of professional experience in Customer Experience.
• Strong understanding of customer journey mapping and customer experience methodologies.
• Experience identifying customer segments, pain points, experience gaps, and improvement opportunities across multiple touchpoints.
• Ability to analyze the end-to-end customer journey from initial engagement through the customer lifecycle.
• Experience collaborating with Marketing, Sales, Product, Account Management, Customer Service, Billing, and Finance.
• Strong ability to collect, monitor, and analyze customer feedback and CX metrics.
• Experience translating customer insights into actionable recommendations and process improvements.
• Ability to identify operational issues across pre-sales, post-sales, billing, installation, and service processes.
• Experience improving digital customer journeys, including websites and self-service applications.
• Strong analytical, communication, stakeholder-management, and problem-solving skills.
• Ability to work effectively in a cross-functional and fast-paced environment.

Responsibilities

• Analyze customer journeys across digital and operational touchpoints.
• Identify customer segments, pain points, experience gaps, and improvement opportunities.
• Evaluate the end-to-end customer journey from initial engagement through the customer lifecycle.
• Collect, monitor, and analyze customer feedback and CX metrics.
• Translate customer insights into actionable recommendations and process improvements.
• Identify operational issues affecting pre-sales, post-sales, billing, installation, and service processes.
• Work with technology teams to improve digital customer journeys, websites, and self-service applications.
• Collaborate with cross-functional teams to drive customer experience improvements.