Job Description
Job Description
As a Sr. Specialist Customer Experience Strategy, you will own all aspects of the customer journey - identifying pain points, and driving solutions that improve customer outcomes. You’ll own specific CX programs end-to-end, from problem definition through execution and optimisation.
This role is hands-on. It requires strong analytical skills, the ability to turn data into clear insights, clear communication skills and the ability to work cross-functionally to execute projects end-to-end.
What’s On Your Plate?
1. Strategy and Insights
Develop and execute a long-term CX vision and roadmap that articulates how exceptional CX should be delivered and measured
Leverage CX data to uncover customer pain points using cohort analysis, funnel diagnostics, and segmentation
Build clear success metrics upfront for each initiative and run robust pre/post impact assessments
Identif...