Customer Experience (CX) Specialist

*Position: Customer Experience /Senior Customer Experience*

*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

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*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.