We are looking for a highly skilled and deeply experienced Customer Experience Specialist (Expert Level) to lead the design, optimization, and execution of customer-centric initiatives that drive satisfaction, loyalty, and long-term value. This role is ideal for a CX practitioner with a proven track record in delivering measurable improvements through data-driven strategies, journey mapping, and voice-of-customer programs. You will act as a subject-matter expert, working cross-functionally to shape the customer experience vision and embed best practices across the organization.
• CX Design & Optimization:
Own the design and continuous improvement of customer journeys, ensuring a seamless experience across all touchpoints.
Leverage journey mapping, service design, and UX principles to identify friction points and implement enhancements.
• Customer Insights & Analytics:
Lead the analysis of qualitative and quantitative customer feedback (NPS, CSAT, CES, churn drivers, etc.).
Transform data into actionable insights that guide business decisions and CX strategy.
• Voice of Customer (VoC) Leadership:
Design and manage VoC programs to systematically collect, analyze, and act on customer feedback.
Collaborate with internal teams to ensure customer insights are translated into product, service, and process improvements.
• Cross-Functional Influence:
Serve as the CX thought partner to Product, Support, Marketing, and Operations teams.
Facilitate workshops, design sprints, and ideation sessions to champion a customer-first mindset across departments.
• CX Technology & Tools:
Evaluate and optimize CX tech stack (e.g., CRM, feedback tools, automation, analytics platforms).
Drive implementation of new tools that improve efficiency and insight generation.
• Thought Leadership & Best Practices:
Stay current on industry trends, benchmarks, and innovations in customer experience.
Educate internal stakeholders and mentor junior team members on CX methodologies and frameworks.
Advancing enterprise-level CX strategy with hands-on expertise
Applying deep knowledge of customer behavior and psychology
Improving measurable outcomes like loyalty, satisfaction, and retention
Driving internal change through data-backed CX initiatives
Bachelor’s degree in Business, UX, Psychology, or related field (Master’s or certification in CX/Service Design a plus)
7–10+ years of hands-on experience in customer experience or service design roles
Expertise in customer journey mapping, CX metrics, VoC programs, and CX tools
Strong analytical capabilities and data storytelling skills
Proven success in cross-functional collaboration and stakeholder engagement
Customer-obsessed with a systems-thinking mindset
Advanced analytical and presentation skills
Mastery of CX frameworks (e.g., Design Thinking, Six Sigma, Jobs-To-Be-Done)
Fluent in CX tools (Qualtrics, Medallia, Zendesk, HubSpot, etc.)
Innovative, adaptable, and highly detail-oriented