Customer Experience Senior Specialist İş İlanları

Qualifications:

Minimum bachelor’s degree in engineering, business administration or related fields,
2-5 years of experience in Customer Experience Management or other related fields (Insurance Industry/Advisory background is an asset)
Solid background on Customer Journey Mapping, Customer Experience Measurement and Customer Researches (CX/Service Design Certifications is a plus)
Customer focused with a strategic point of view,
Excellent command of written and spoken English,
Have good analytical and communication skills,
Strong knowledge of MS office programs, (SQL and SAS knowledge is a plus)
Enthusiastic, problem solver, team player and self-starter

Key responsibilities under the role include:

Measure, monitor and analyze customer experience KPIs; NPS, CSAT, CES, etc. and detect customer needs, pain points and root causes for both existing and potential customers
Design, execute, and analyze regular / ad-hoc customer researches to measure customer experience/operational excellence and recommend opportunities for improvement
Execute the inner/outer loop cycles with respect to the CX Governance Model
Organize regular CX Steer-co and follow up the action points.
Work with internal product development, sales, finance, operations, IT teams, etc. to ensure that gaps in the customer experience are filled
Identify personas and map customer journeys to determine the gaps in as-is and to-be journeys across all touchpoints, design preventive actions for pain points in customer delivery processes
Create communication content and structure programs in order to emphasize customer centricity across company
Research and follow customer experience trends & best practices, develop projects that will improve the end to end customer journey and follow up the actions to be taken by other teams
Coordinate the global CX initiatives and collaborate with global CX team

İş İlanı Detayları

Customer Experience Senior Specialist İş İlanı