Customer Experience Expert

• Enhance the customer experience across all organizational touchpoints

• Lead cross-organizational projects to improve customer interactions (customer journeys, processes, channels)

• Map, diagnose, and analyze gaps impacting customer experience in service and sales domains

• Map customer experience in various organizational units using diverse tools and research (qualitative and quantitative) to understand and improve customer experience

• Develop an annual work plan to maximize customer experience

• Design customer journeys, including creating supportive measurement processes

• Build customer satisfaction surveys and analyze insights to identify customer needs

• Define metrics and measure performance to improve satisfaction levels

• Relevant bachelor's degree.

• 2+ years of experience in customer experience domains/customer journey creation

• In-depth familiarity with customer service and needs analysis

• Experience in customer experience within a large organization - Significant advantage

• Ability to manage and drive matrix processes proactively

• Experience managing complex projects - advantage

• Analytical mindset, process-oriented thinking, and broad business vision

Mploy