Customer Experience Specialist

Position: Customer Experience / Senior Customer Experience Specialist

Contract Duration: 12 months with possibility of extension

Location: Kuala Lumpur, Malaysia

Customer Experience – Job Overview

Core Responsibilities

*Customer Touchpoints*: Strategically identify, map, and enhance customer interactions across both digital and physical channels to deliver a consistent and seamless experience.

*Customer Journey*: Develop comprehensive maps and analyses of the entire customer journey, pinpoint critical moments, and identify opportunities to elevate customer satisfaction and engagement.

*Product Experience*: Assess the overall experience of products from the customer's perspective and collaborate with Product, Design, Technology, and Business teams to close experience gaps.

*Customer 360*: Create a holistic profile of customers by analyzing interactions, behaviors, feedback, preferences, and transaction data across multiple channels to inform experience strategies.

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

*Customer Surveys*: Design and administer surveys such as CSAT, NPS, and CES to gauge customer satisfaction, loyalty, and effort levels, providing insights for improvement.

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

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

Experience Measurement: Monitor key Customer Experience (CX) metrics and track progress across various customer journeys, touchpoints, and products to ensure continuous improvement.

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