Customer Experience specialist

Dear Team,

Warm greetings from Asian Technology Solutions Malaysia,

We have reviewed your profile on foundit for the position of Customer Experience Specialist.

Position: Customer Experience Specialist

Contract Duration: 12 months, with the possibility of extension

Location: Kuala Lumpur, Malaysia

Customer Experience – Job Overview

Key Responsibilities

Customer Touchpoints: Identify and map customer touchpoints across both digital and physical channels, and consistently enhance them to ensure a seamless customer experience.

Customer Journey: Analyze and map the complete customer journey, pinpointing significant moments and exploring opportunities to enhance customer satisfaction and engagement.

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

Customer 360: Create a comprehensive view of customers by analyzing interactions, behaviors, feedback, preferences, and transaction data spanning various channels.

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

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

Customer Feedback Analysis: Gather, analyze, and interpret both qualitative and quantitative customer feedback to identify trends, root causes, and actionable opportunities for improvement.

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

Experience Measurement: Monitor key customer experience metrics and track improvements across customer journeys, touchpoints, and products.

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

If you are interested, please contact me or send your profile to

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References are greatly appreciated