CX Operations Specialist

Customer Experience (CX) Specialist

Experience: 3+ Years

Job Description

We are seeking a Customer Experience (CX) Specialist to strengthen customer satisfaction and retention. In this role, you will review customer interactions, create and improve journey maps, pinpoint friction and pain points, and drive enhancements across product and service experiences.

Key Responsibilities

• Assess customer touchpoints across both digital and offline channels.
• Create, map, and optimize end-to-end customer journeys.
• Review the product experience and uncover areas for improvement.
• Build a Customer 360 view by consolidating customer data and interaction history.
• Detect customer pain points and propose solutions to improve satisfaction.
• Plan and conduct customer surveys to gather feedback.
• Analyze customer feedback, survey findings, and satisfaction metrics to spot patterns.
• Work with cross-functional teams to deliver customer experience improvements.
• Track CX KPIs including CSAT, NPS, and Customer Effort Score (CES).
• Produce reports and dashboards that communicate customer insights and recommendations.

Mandatory Skills

• Experience in Customer Experience (CX), customer journey mapping, and touchpoint analysis.
• Knowledge of Customer 360 and customer data analysis.
• Experience conducting customer surveys, analyzing feedback, and identifying pain points.
• Strong analytical, problem-solving, and communication skills.
• Ability to convert customer insights into actionable business improvements.

Preferred: Experience with CX analytics tools, CRM platforms, survey tools, and dashboard reporting.