Customer Experience Optimization Specialist

Customer Experience Optimization Specialist

The Customer Experience Optimization Specialist is responsible for the ongoing success, adoption, optimization, and continuous improvement of Circle K's customer self-service ecosystem. This role serves as the operational owner of customer experience enhancements after solutions are deployed, ensuring self-service tools, chatbot experiences, and knowledge resources remain effective, accurate, and aligned with customer needs.

Working closely with Customer Experience leadership, Digital teams, Operations, IT, vendors, and business stakeholders, this individual will analyze customer engagement data, monitor self-service performance, identify improvement opportunities, and help drive measurable improvements across the customer support experience.

This is not a traditional Product Owner position. Rather than owning product roadmaps and software delivery, this role focuses on customer experience optimization, knowledge management, performance monitoring, content governance, and continuous improvement.

Key Responsibilities

• Monitor and evaluate the performance of customer self-service solutions, including chatbot experiences, help center resources, FAQs, and knowledge content.
• Analyze customer engagement, search effectiveness, containment rates, and adoption metrics to identify opportunities for improvement.
• Review customer interaction trends, system logs, and support insights to improve customer outcomes and self-service effectiveness.
• Partner with Customer Experience leadership to prioritize enhancements that improve customer satisfaction and reduce customer effort.
• Support the successful adoption of new customer experience solutions and capabilities.

Continuous Improvement

• Serve as the day-to-day owner of continuous improvement initiatives within the customer experience ecosystem.
• Evaluate customer support performance and identify opportunities to improve processes, content, and self-service experiences.
• Develop recommendations based on customer feedback, operational metrics, and business requirements.
• Measure and report on the effectiveness of implemented improvements.
• Collaborate with leadership to ensure customer experience initiatives achieve desired business outcomes.

Knowledge Management & Content Governance

• Own the ongoing maintenance and quality of customer-facing and internal knowledge resources.
• Ensure documentation, guides, support content, and knowledge articles are accurate, complete, and current.
• Work with business stakeholders, subject matter experts, and vendors to gather information and develop new content as needed.
• Identify documentation gaps and coordinate the creation of new knowledge resources.
• Support content review, governance, and quality assurance processes.

Analytics & Insights

• Develop and maintain reports, dashboards, and key performance metrics that support customer experience decision-making.
• Monitor trends in customer behavior, support interactions, self-service adoption, and chatbot effectiveness.
• Translate customer and operational data into actionable business recommendations.
• Present findings and insights to leadership and stakeholders.
• Leverage customer feedback and Voice of Customer insights to drive ongoing improvements.

Stakeholder & Vendor Engagement

• Collaborate with internal stakeholders, vendors, and business partners to improve customer experience capabilities.
• Participate in discussions with business leaders regarding customer support needs, self-service enhancements, and operational effectiveness.
• Build relationships across multiple teams to ensure customer needs are represented in business decisions.
• Partner with Customer Experience leadership on strategic initiatives and customer-facing improvements.

Minimum Qualifications

• Bachelor's degree in Business, Communications, Customer Experience, Marketing, Information Systems, Analytics, or a related field preferred.
• 3–5 years of experience in Customer Experience, Customer Support Operations, Knowledge Management, Customer Success, Business Analysis, Continuous Improvement, or a related discipline.
• Experience analyzing customer, operational, or performance data to identify improvement opportunities.
• Experience developing reports, dashboards, and performance metrics.
• Experience supporting customer-facing processes, digital experiences, or support organizations.
• Strong collaboration and stakeholder management skills.

Preferred Qualifications

• Experience in customer care, contact center, or support operations environments.
• Experience working with chatbot technologies, self-service platforms, CRM systems, or knowledge management tools.
• Experience supporting Voice of Customer (VOC) programs and customer feedback initiatives.
• Familiarity with customer journey optimization and digital support experiences.
• Experience working with third-party vendors and external business partners.

Knowledge, Skills & Abilities

• Strong analytical and problem-solving abilities.
• Ability to interpret data and identify actionable customer experience…