Customer Experience Specialist

Role Overview:

· Key member of the customer experience team in a retail telecom company, dedicated to analyzing customer interaction data to improve human-digital engagement strategies.

· Utilize domain expertise to lead initiatives that enhance customer satisfaction and drive innovative solutions in customer service.

· Collaborate closely with both the customer experience and technical development teams to brainstorm and implement new ideas that align with customer expectations and company goals.

Key Responsibilities:

· Analyze detailed customer interaction data across various platforms to identify trends, pain points, and areas for improvement in the customer journey.

· Propose and implement enhancements to human-digital engagement strategies, ensuring they are personalized, efficient, and aligned with customer expectations.

· Lead brainstorming sessions with the development team to refine and expand upon proposed digital engagement solutions, ensuring they are innovative and practical.

· Develop and maintain metrics to measure the effectiveness of digital engagement strategies, adjusting approaches based on data-driven insights.

· Serve as the voice of the customer within the company, advocating for changes and improvements that enhance the overall customer experience.

· Collaborate with the marketing, sales, and technical teams to ensure a cohesive and comprehensive approach to customer engagement.

Required Skills and Experience:

· Proven experience in customer experience or customer service roles within the retail telecom industry or in a related customer-facing field.

· Strong analytical skills with experience in data analysis and the ability to turn data into actionable insights.

· Excellent communication and collaboration skills, with the ability to work effectively across different teams and levels of the organization.

· A deep understanding of customer behavior and expectations in the telecom sector in brick-and-mortar settings.

· Proficiency in using customer relationship management (CRM) tools and data analysis software.

Preferred Qualifications:

· Experience with digital transformation projects, particularly those involving AI, machine learning, or digital avatars.

· A track record of successfully implementing customer experience improvements that have led to measurable increases in customer satisfaction.

· Bachelor’s or higher degree in Marketing, Business Administration, Communications, or a related field.

· Certifications in Customer Experience Management (CXM) or similar.