CX Operations Specialist

Customer Experience (CX) Specialist

Experience: 3+ Years

Job Description

We are looking for a Customer Experience (CX) Specialist to enhance customer satisfaction and loyalty by analyzing customer interactions, mapping customer journeys, identifying pain points, and improving overall product and service experiences.

Key Responsibilities

• Analyze customer touchpoints across digital and offline channels.
• Map and optimize end-to-end customer journeys.
• Evaluate product experience and identify opportunities for improvement.
• Develop a Customer 360 view by consolidating customer data and interactions.
• Identify customer pain points and recommend solutions to improve satisfaction.
• Design and conduct customer surveys to collect feedback.
• Analyze customer feedback, survey results, and satisfaction metrics to identify trends.
• Collaborate with cross-functional teams to implement customer experience improvements.
• Monitor CX KPIs such as CSAT, NPS, and Customer Effort Score (CES).
• Prepare reports and dashboards to communicate customer insights and recommendations.

Mandatory Skills

• Experience in Customer Experience (CX), customer journey mapping, and touchpoint analysis.
• Knowledge of Customer 360 and customer data analysis.
• Experience in customer surveys, feedback analysis, and pain point identification.
• Strong analytical, problem-solving, and communication skills.
• Ability to translate customer insights into actionable business improvements.

Preferred: Experience with CX analytics tools, CRM platforms, survey tools, and dashboard reporting.