The Customer Experience Lead is focused on building a Customer Experience framework across departments with the goal to collect, analyze & identify most burning customers’ issues within the customer journey and, as a result, help driving customers’ loyalty and growth.
Customer Experience Lead will:
Cooperate with various company stakeholders (Product & Customer Support in particular, but also UX, Product Management, Brand, Global Communication etc.) and the CX Manager in order to build a voice of customer platform;
Work with all available customer feedback data, identify the top burning customers’ issues, suggest improvements, fixes & other recommendations to the CX task force audience;
Participate in re-designing of customer-facing surveys across the customer journey in order to maximize the response rates and relevant feedback volumes which will serve as a base for improvements suggestions;
Master the CX analytics tools & continuously bringing improvements suggestions for respective teams on how to gain the best-added value;
Work across the organization, help to break down data silos and develop customer journey based (in cooperation with experience or service designers), multi-channel (front office data, surveys, social media, ticketing – helpdesk data etc.) insights. By bringing the insights & assisting / advising / cooperating with other cross-company teams, the Customer Experience Lead has a direct impact on CX metrics (improvement);
Improve hard/soft skills of the CX team members and cooperating closely with the entire team on various tasks or projects;
Report directly to the Director of CX and functions as her full back up (meetings + any other agenda) during her absence, incl. the decision-making duties.
You are an experienced Customer Experience Lead;
3+ years experience in senior CX role within B2C organizations;
Solid knowledge of the methodology & tooling used for measuring Customer Experience;
Confident knowledge of MS Excel;
Great problem-solving skills, analytical skills and excellent communication skills;
Profound knowledge of English, both written and oral.
Nice to have:
Experience with Data Visualization;
Ability to work in a fast-paced environment.
What’s in it for you?
Freedom to try new things and unleash your ambitions.