Customer Experience

**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.