Sr. Specialist Customer Experience Strategy

Overview

As a Sr. Specialist Customer Experience Strategy , you will own all aspects of the customer journey - identifying pain points, and driving solutions that improve customer outcomes. You’ll own specific CX programs end-to-end, from problem definition through execution and optimisation. This role is hands-on and requires strong analytical skills, the ability to turn data into clear insights, clear communication, and the ability to work cross-functionally to execute projects end-to-end.

Responsibilities

1. Strategy and Insights
   • Develop and execute a long-term CX vision and roadmap that articulates how exceptional CX should be delivered and measured
   • Leverage CX data to uncover customer pain points using cohort analysis, funnel diagnostics, and segmentation
   • Build clear success metrics upfront for each initiative and run robust pre/post impact assessments
   • Identify opportunities for predictive models (ch...