Senior Customer Experience Strategist

4 days ago

Karachi, Sindh, Pakistan beBeeCustomer Full time 900,000 - 1,200,000
Job Description:

Deliver exceptional customer experiences by managing the performance analysis, optimization, and process design for customers. Develop and implement best-in-class service functions to address customer pain points across the pre, live, and post-delivery stages.

Collaborate closely with cross-functional teams to drive customer touchpoint feedback analysis, organizing and recommending process improvements with a focus on outer loop initiatives to enhance user experience.

Align with commercial, vendor operations, and marketing teams to continuously improve customer satisfaction and maximize Net Promoter Score (NPS).

  • Monitor and identify potential system forces that impact NPS, actively working to leverage positive factors and mitigate negative ones.
  • Champion after-order NPS and restaurant ratings, driving continuous optimization efforts.
Qualifications:
  • A degree in STEM from a reputable institution, with a strong proficiency in SQL and Python; additional skills in data science are a plus.
  • 5-7 years of experience in analytical roles, particularly in customer support strategy or experience management.
  • Proficiency in business intelligence tools such as Tableau, with a passion for Power BI and Google Data Studio.
  • Strong experience in predictive modelling, forecasting, and data analysis using Excel or other relevant tools.
Benefits:
  • Flexible work environment
  • Opportunity to innovate and prioritize projects
Others:
  • We start and end with customers to deliver exceptional service

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