Customer Experience Specialist Job Description
Do you need to hire an expert Customer Experience Specialist in Sydney, Melbourne, or Brisbane? Or are you a Customer Experience Specialist looking for your next job opportunity?
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Position: Customer Experience Specialist
A Ccustomer Eexperience (CX) Sspecialist is works to ensure that the marketer follows a buyer-centric approach and delivers a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages of the buyer journey.
Key Duties and Responsibilities:
- Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.
- Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged
- Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience
- Raising red flags wherever the business process – billing, installation or anything pre or post salespost-sales – needs correction to ensure the customer has a seamless experience with the company
- Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
- Collect, track and analyzeanalyse customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
