CX Specialist

Position: Customer Experience / Senior Customer Experience Specialist

Contract Duration: 12 months, with potential for extension

Location: Kuala Lumpur, Malaysia

Customer Experience – Role Overview

We are seeking a dedicated Customer Experience professional to lead initiatives aimed at enhancing the overall customer journey. This role involves analyzing customer interactions, identifying pain points, and collaborating with cross-functional teams to deliver a seamless and engaging customer experience across all channels.

Core Responsibilities

• Customer Touchpoints: Identify, map, and continuously optimize customer interactions across digital and physical channels to ensure consistency and a smooth experience.
• Customer Journey Mapping: Analyze the complete customer journey, pinpoint key moments, and uncover opportunities to boost satisfaction and engagement.
• Product Experience Evaluation: Assess the overall product experience from the customer’s perspective, working closely with Product, Design, Technology, and Business teams to address any experience gaps.
• Customer 360 View: Build a comprehensive understanding of customers by analyzing interactions, behaviors, feedback, preferences, and transaction data collected across multiple channels.
• Identifying Pain Points: Detect customer pain points, friction areas, and recurring issues through customer research, feedback, journey analysis, and operational data review.
• Customer Surveys: Design and administer surveys such as CSAT, NPS, and CES to gather insights on customer satisfaction, loyalty, and effort levels.
• Feedback Analysis: Collect, analyze, and interpret both qualitative and quantitative customer feedback to identify trends, root causes, and areas for improvement.
• Insights & Recommendations: Convert customer insights into actionable recommendations and work collaboratively with cross-functional teams to implement experience enhancements.
• Measuring Customer Experience: Monitor key CX metrics and track improvements across customer journeys, touchpoints, and product offerings.
• Continuous Improvement: Foster a customer-centric culture by identifying opportunities to streamline processes, reduce customer effort, and elevate overall satisfaction.