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Customer Experience Transformation Specialist

2 weeks ago

Karachi, Sindh, Pakistan beBeeCustomerExperience Full time
Customer Experience Lead

We are seeking an experienced customer experience professional to lead our team and drive excellence in customer satisfaction.

  • Champion Customer Experience: Foster a customer-centric culture across the organization, providing insights and establishing routines to uplift loyalty.
  • Establish Customer Insights: Set up the customer insights function within the regional team and country organizations, working with CCOs to acquire top talent or nurture high-potential individuals.
  • Drive Performance: Leverage strong data analytics, delivering insights and status updates on buyer & seller satisfaction.

Key Responsibilities:

  • Root Cause Analysis: Conduct experience (NPS / PSAT) root cause and trending analysis to identify reasons for underperformance and propose actionable recommendations.
  • Insights-Driven Presentations: Execute research (quantitative / qualitative) and create presentations with recommendations for senior management and stakeholders.
  • Cross-Functional Collaboration: Work with different business units to frame and identify customer insights, developing joint plans to improve key business metrics.

Requirements:

  • Experience: 3+ years in project management, consulting, business development, market research, or customer experience-related roles.
  • Education: Minimum Bachelor's degree in business, economics, statistics, psychology, or other quantitative/qualitative research-related fields.
  • Skills: Self-starter, problem solver, owner, adaptable, analytical, approachable.

About Us: We believe in leading by example, pulling up your sleeves, and getting things done. If you're a motivated individual who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity.