Job Title: Customer Experience (CX) Strategist – Mid-Level
Job Type: Full-Time
The Customer Experience (CX) Strategist – Mid-Level is responsible for designing and executing customer experience strategies that enhance engagement, satisfaction, and loyalty. This role involves conducting in-depth customer research, mapping user journeys, and collaborating with cross-functional teams to optimize touchpoints across digital and physical channels. The ideal candidate will have experience in data analysis, customer insights, and process improvement, with a strong ability to drive CX enhancements through strategic initiatives.
Develop and implement CX initiatives to improve customer satisfaction, retention, and loyalty.
Conduct customer journey mapping and persona development to enhance the overall experience.
Identify customer pain points through research, analytics, and direct feedback.
Collaborate with marketing, sales, product, and support teams to ensure a cohesive customer experience across all touchpoints.
Collect and analyze customer feedback through surveys, NPS, CSAT, and online reviews.
Monitor customer behavior across digital platforms and in-store interactions.
Develop reports and insights to drive data-backed decision-making for CX improvements.
Implement A/B testing and customer segmentation to refine engagement strategies.
Work with IT and digital teams to enhance CRM systems, chatbots, and self-service platforms.
Optimize digital and in-person interactions to improve customer satisfaction and ease of service.
Assist in the implementation of AI-driven personalization and automation tools.
Stay informed about CX trends and emerging technologies to recommend improvements.
Partner with UX/UI designers to improve website and mobile app usability.
Support marketing teams in creating customer-focused campaigns and content.
Ensure alignment between customer support and operational teams to resolve customer concerns effectively.
Advocate for the customer within the organization by sharing insights and recommendations.
Bachelor’s degree in Marketing, Business, Communications, Psychology, or a related field.
4-6 years of experience in customer experience, marketing, digital strategy, or related areas.
Strong understanding of customer journey mapping, data analytics, and customer segmentation.
Proficiency in CRM tools, customer analytics platforms, and digital marketing technologies.
Excellent problem-solving, communication, and project management skills.
Ability to manage multiple CX projects and drive cross-functional collaboration.