Customer Experience Specialist

JOB PURPOSE

To develop, measure, and improve customer experience journeys within assigned areas, following MBV’s guidelines to minimize operational risks and enhance customer satisfaction.

JOB DESCRIPTION

1. Contribute to developing and implementing customer experience journeys for different MBV customer segments in each period.

2. Collect data, prepare information, and participate in building a customer experience management system according to MBV standards for assigned activities.

3. Measure and monitor trends in customer experience metrics for each MBV customer segment for assigned activities.

4. Propose improvements to customer experience journeys for assigned customer segments.

5. Support/implement training and communications programs related to customer experience as assigned.