Customer Experience Expert

Job description

Ideal candidate is a data driven person, who thinks analytical and critical, and understands key touch-points and metrics of customers’ journeys and strives to lead a great and world-class customer experience.

 

  • Able to map and understand the whole Journey of the customer, from pre-purchase to after purchase (A to Z experience of the Customer).
  • Having a holistic view in business – preferably E-commerce.
  • Understanding, Defining and doing QA for Business side KPI/KRs – affecting Customer Journey.
  • Active participation in improvements of key CX metrics: NPS, Retention, CES, etc.
  • Doing RCA to be able to propose second to none solutions for business stakeholders.
  • Pro-active (and not reactive) approach and introduce initiative to improve satisfaction of each customer touch point and impact point.
  • Creating sense of urgency in regards of importance of CX in whole business and shedding light on the issues for business stakeholders and their negative impacts in a data driven manner.
  • Ability to communicate in an efficient way with all business stakeholders whom impact CX.
  • Creating CSat/CES/NPS/Focus Group/VOC and other customer side metrics and feedback channels.
  • Using customer/business data to detect possible CX improvements and customers’ pain points.
  • Helping business stakeholders in the process of finding solutions.
  • Setting KPIs/KRs to measure the impact of solutions/initiatives on CX-related metrics.
  • Facilitating discussion, decision making, and conflict resolution
  • Improving customer service procedures, policies and standards for your organization.

Requirements

  • Solid Conflict Management skill
  • Ability to handle aggressive deadlines with agility
  • Fluency in English is preferred
  • Ability to perform well and productive in MS Word, PowerPoint
  • Excellent Excel skill is a must
  • Basic understanding of “UI/UX”, “programming” or “data base” is preferred
  • Excellent written and verbal communication skills
  • Absolute result-oriented and data driven approach
  • Preferred education:  Bachelor or Master’s degree in MBA, Management, Economics, Computer Science, Marketing, Science Fields, etc.
  • Minimum 2 years’ experience of working in Marketing, CS, CRM, Sales related field or as a PM. Understanding structured way of working using SLAs, SOPs and KPIs to achieve targets