CUSTOMER EXPERIENCE SPECIALIST

Each touchpoint where customers interact, transact, or engage with the company is an opportunity to build a positive predisposition towards the brand, or a minefield where the customer can be put off the brand/company for good. As a member of the Customer Experience team, Customer Experience Specialists have the responsibilities for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders to keep fine-tuning the customer's experience across all touchpoints and at all stages of the customer journey.
KEY RESULT AREAS
Collaboration and project management (60%):
Communication of programs and projects CX
Building, training on skills, materials, and policies related to the project
Follow-up detailed implementation plan Liaise/
Regular communication with internal teams, especially the customer-facing teams, to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged (depends on assigned tasks)
CX Manager Assistance (30%):
Assist the Manager to ensure the CX strategies are aligned to the larger business goals and outcomes
Participate and take a proactive role in project planning meetings, review, and evaluation exercises (daily/ weekly/ monthly/ quarterly)
Assist the Manager to prepare and submit in a timely manner weekly, monthly, quarterly, annual, and other required reports.
Perform specific administrative tasks, as per instruction of the Manager, required in the provision of project services in line with Quality Assurance, Quality Control teams and procedures.
Proposing to improve the design, implementation plan of the project (10%):
Find out the shortcomings in project implementation and propose suitable solutions