Customer Experience (CX) Specialist

*Position: Senior Customer Experience / Customer Experience*

*Contract Duration: 12 months, with the possibility of extension*

*Location: Kuala Lumpur, Malaysia*

*Customer Experience – Position Overview*

Key Responsibilities

*Customer Touchpoints*: Identify, map, and continually enhance customer touchpoints across both digital and physical platforms to ensure a uniform and seamless experience.

*Customer Journey*: Analyze and map the complete customer journey, pinpoint key moments, and discover opportunities to elevate customer satisfaction and engagement.

*Product Experience*: Assess the overall product experience from the customer's viewpoint and collaborate with Product, Design, Technology, and Business teams to bridge experience gaps.

*Customer 360*: Create a comprehensive understanding of customers by examining interactions, behaviors, feedback, preferences, and transaction data across various channels.

*Customer Pain Points*: Detect customer pain points, areas of friction, and recurring issues through research, feedback, journey analysis, and operational data.

*Customer Surveys*: Design and implement customer surveys such as CSAT, NPS, and CES to gauge customer satisfaction, loyalty, and effort levels.

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*Customer Feedback Analysis*: Gather, assess, and interpret both qualitative and quantitative customer feedback to uncover trends, root causes, and actionable areas for improvement.

Insights & Recommendations: Convert customer insights into practical recommendations and work with cross-functional teams to execute experience enhancements.

*Experience Measurement*: Monitor key CX metrics to track improvements throughout customer journeys, touchpoints, and products.

*Continuous Improvement*: Foster a customer-centric mindset by identifying opportunities to streamline processes, minimize customer effort, and enhance overall customer satisfaction.