Overview:
As a Customer Experience (CX) Specialist, you will be instrumental in shaping and enhancing the overall customer experience journey. You will leverage your expertise in customer-centric strategies and best practices to identify opportunities for improvement, implement initiatives to delight customers, and drive long-term loyalty and advocacy. You will collaborate cross-functionally to ensure alignment between customer needs and business objectives, ultimately contributing to the company's growth and success.
Duties & Responsibilities:
- Analyse and map the end-to-end customer journey, identifying key touchpoints, pain points, and opportunities for improvement to enhance the overall customer experience.
- Collect, analyse, and interpret customer feedback through various channels including surveys, reviews, and social media, deriving actionable insights to drive continuous improvement initiatives.
- Segment customers based on demographics, behaviours, and preferences to tailor experiences, communications, and offerings to specific customer segments, maximizing relevance and engagement.
- Collaborate closely with internal teams including Marketing, Sales, Product Development, and Delivery to align customer experience initiatives with broader business objectives, ensuring a cohesive and consistent customer experience across all channels.
- Cultivate a community of loyal and satisfied customers by fostering relationships, addressing concerns, and proactively seeking opportunities to delight customers and turn them into advocates for the brand.
- Identify inefficiencies or bottlenecks in customer-facing processes and workflows, proposing and implementing solutions to streamline operations and enhance overall efficiency and effectiveness.
- Provide training, guidance, and support to frontline employees to ensure they are equipped with the necessary skills and knowledge to deliver exceptional customer experiences consistently.
- Define key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives, track progress, and report on outcomes to stakeholders, making data-driven decisions to drive continuous improvement.
Requirements:
- Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
- ITIL 4 / ISO 20000 certification or knowledge/experience (preferred)
- Proven experience in a customer-focused role such as Customer Experience Specialist, Customer Success Manager, or similar, with a track record of driving measurable improvements in customer satisfaction and loyalty.
- Proficiency in customer experience management tools, CRM software, and analytics platforms.
- Can deal with the complex relationships and the clashes of priorities and cultures that are bound to occur on large accounts and among diverse groups.
- Strong analytical skills, with the ability to collect, analyse, and interpret data to derive actionable insights and inform decision-making.
- Passion for delivering exceptional customer experiences and driving positive change within the organization.
- Strategic mindset, with the ability to think critically and creatively to develop and implement customer-centric strategies and initiatives.
- Excellent communication and interpersonal skills, with the ability to build rapport, influence stakeholders, and effectively convey complex ideas and concepts.
