Job Description

• Identifying customer friction/ pain points:
• Customer Journey Mapping: Visualize the customer journey to identify critical touchpoints and pain points.
• Root Cause Analysis: Investigate the underlying causes of customer issues.
• Cross functional collaboration and communication:
• Cross-Functional Partnerships: Work with marketing, product development, customer support, and other departments to align on customer needs.
• Stakeholder Communication: Present findings and recommendations to stakeholders.
• Developing improvement strategies:
• Action Plans: Create actionable recommendations based on feedback to enhance customer experiences.
• Performance Metrics: Establish metrics to measure the impact of improvements on customer satisfaction.
• Monitoring and Reporting:
• Regular Reporting: Provide regular updates to leadership and relevant teams on customer feedback trends.
• Continuous Improvement: Monitor the effectiveness of implemented changes and iterate based on ongoing feedback.
• Evaluating competitive landscape:
• Benchmarking: Analyze competitors’ customer feedback strategies and performance to identify opportunities for improvement..

Requirements

• 2-5 years of hands-on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.
• Demonstrated proficiency in business acumen, evidenced by a track record of strategic problem-solving and data-driven decision-making.
• Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.
• Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.
• Strategic mindset with the ability to think creatively and develop innovative solutions to complex problems.
• Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.
• Demonstrated enthusiasm and commitment to enhancing customer experience through innovative strategies and solutions. Communication and Collaboration:
• Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross-functional teams.
• Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.
• Proven ability to collaborate effectively with colleagues at all levels of the organization, fostering a culture of teamwork and shared success.