Customer Experience Senior Expert

Job Purpose

The role holder supports the implementation of customer experience frameworks and initiatives across Specialized’s services by monitoring CX performance, analyzing customer insights, and coordinating improvement initiatives with Commercial and Technology sectors to enhance overall customer satisfaction and service quality.

• Support the implementation of customer experience measurement frameworks and tools to monitor service quality and customer satisfaction across Specialized services.
• Develop and monitor Customer Experience Index (CEI) metrics, targets, and reporting dashboards in alignment with corporate performance objectives.
• Analyze customer experience data, surveys, and service feedback to identify improvement opportunities across Specialized’s services.
• Support the design and improvement of customer journeys to ensure seamless and user-friendly interactions across service touchpoints.
• Establish and manage customer feedback mechanisms to capture real-time insights on customer concerns and service performance.
• Conduct root-cause analysis of customer experience issues and coordinate with Commercial and Technology stakeholders to support corrective actions.
• Prepare periodic customer experience performance reports highlighting trends, insights, and improvement opportunities.
• Support initiatives aimed at enhancing overall customer satisfaction and service quality across Specialized’s Mission-Critical and Business-Critical services.
• Collaborate with internal stakeholders to translate customer insights into operational improvements and service enhancements.
• Ensure alignment of customer experience initiatives with corporate strategy and customer-centric service standards.

6 Years

Bachelor's Degree

Business Administration, Marketing, or any related field