CX Specialist
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Key skills for this role
About the Role
A confidential company in Sharjah is seeking a Customer Experience (CX) Specialist to embed a customer-first culture. The role involves mapping customer journeys, managing feedback programs, driving customer advocacy, and translating CX insights into actionable improvements.
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.
- 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.
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 & Experiences
- 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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