Job Title: Customer Experience (CX) Strategist – Junior Level
Job Type: Full-Time
The Junior Customer Experience (CX) Strategist is responsible for supporting the development and implementation of customer experience strategies that enhance engagement, satisfaction, and loyalty. This role involves analyzing customer feedback, identifying improvement areas, and collaborating with cross-functional teams to optimize interactions across multiple touchpoints. The ideal candidate will have a passion for understanding customer behavior and leveraging insights to create seamless and enjoyable customer experiences.
Assist in gathering and analyzing customer feedback from surveys, reviews, and social media channels.
Identify customer pain points and improvement opportunities in the customer journey.
Support the development of customer personas and journey mapping exercises.
Provide insights and recommendations based on data analytics and industry best practices.
Work with senior CX team members to implement experience enhancement initiatives.
Assist in executing personalized engagement strategies to increase customer satisfaction.
Help develop content and communication strategies that align with the brand’s voice and CX objectives.
Collaborate with marketing, product, and support teams to ensure a consistent and high-quality customer experience.
Support initiatives to improve customer support interactions and response times.
Monitor and report on customer sentiment across digital and in-store experiences.
Assist in optimizing self-service resources, such as FAQs, chatbots, and knowledge bases.
Track and report key customer experience metrics, including Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
Help identify tools and platforms that enhance CX efforts, such as CRM systems and AI-driven customer support.
Assist in optimizing customer feedback loops and data collection processes.
Stay informed on CX trends and innovations to contribute fresh ideas to the team.
Bachelor’s degree in Marketing, Business, Communications, Psychology, or a related field.
1-3 years of experience in customer experience, marketing, digital strategy, or a related area.
Strong analytical skills with the ability to interpret customer data and trends.
Excellent communication and collaboration skills.
Basic knowledge of CRM tools, customer analytics platforms, or digital marketing technologies is a plus.
Ability to manage multiple projects and adapt to a fast-paced work environment.