Dear Team,

Greetings from Asian Technology Solutions Malaysia,

We received your profile in foundit for Customer Experience specialist role.

Position: Customer Experience Specialist

Contract Duration: 12 months Extendable

Location: Malaysia, Kuala Lumpur

Customer Experience – Job Description

Key Responsibilities

Customer Touchpoints : Identify, map, and continuously improve customer touchpoints across digital and physical channels to ensure a consistent and seamless experience.

Customer Journey : Map and analyze the end-to-end customer journey, identify moments that matter, and uncover opportunities to improve customer satisfaction and engagement.

Product Experience : Evaluate the overall product experience from the customer's perspective and work with Product, Design, Technology, and Business teams to address experience gaps.

Customer 360 : Develop a holistic view of customers by analyzing customer interactions, behaviors, feedback, preferences, and transaction data across multiple channels.

Customer Pain Points : Identify customer pain points, friction areas, and recurring issues through customer research, feedback, journey analysis, and operational data.

Customer Surveys : Design and conduct customer surveys such as CSAT, NPS, and CES to understand customer satisfaction, loyalty, and effort levels.

Customer Feedback Analysis : Collect, analyze, and interpret qualitative and quantitative customer feedback to identify trends, root causes, and actionable improvement opportunities.

Insights & Recommendations : Translate customer insights into actionable recommendations and collaborate with cross-functional teams to implement experience improvements.

Experience Measurement : Track key CX metrics and monitor improvements across customer journeys, touchpoints, and products.

Continuous Improvement : Establish a customer-centric approach by identifying opportunities to simplify processes, reduce customer effort, and improve overall customer satisfaction.

If you're interested, ping me or email your profile to

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References are highly Appreciated