
Senior Manager Customer Experience Specialist
2 days ago
Customer Experience Management Specialist
This role involves monitoring and enhancing customer satisfaction across all channels, including voice and data services. The ideal candidate will oversee assessment and evaluation of customer interactions, develop strategies to improve the overall customer experience, and collaborate with stakeholders to design and enhance customer journey maps.
Main Responsibilities:
- Customer Satisfaction Monitoring & Review: Develop frameworks to monitor customer satisfaction, analyze performance metrics, and identify areas for improvement.
- Physical Channel Inspection & Evaluation: Design and execute programs to assess the quality-of-service delivery in retail outlets, franchises, and service centers, and provide actionable recommendations for improvement.
- Digital Channel Assessment: Evaluate customer interactions across digital channels, define digital experience performance metrics, and leverage data analytics to optimize digital customer journeys.
- Research & Customer Insights: Design and implement research methodologies, conduct surveys and interviews, and provide actionable insights to drive continuous improvement in customer experience.
Requirements:
- Bachelor's degree in Business Administration, Marketing, Research, or a related field; Master's degree is a plus.
- Minimum 4-5 years of experience in customer care/experience management, channel/market research, or planning.
- Proven track record in managing customer satisfaction and research programs.
- Experience with customer experience tools, research methodologies, and survey platforms.
- Strong data analysis skills and proficiency in statistical models.
Key Competencies:
- Customer-centric mindset.
- Analytical thinking and problem-solving.
- Communication and presentation skills.
- Project management.
- Collaboration and teamwork.
- Attention to detail.
- Ability to influence and negotiate.
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