Customer Experience Specialist

Responsibilities:

• Designing and updating customer journey maps for Smart Solutions products and services in the Service Blueprint

• Collecting and analyzing customer feedback through surveys, calls, communication channels, and portals

• Monitoring key customer experience indicators (NPS, CSAT, CES) and preparing periodic reports

• Collaborating with the contact center team to identify recurring complaint patterns and propose improvements

• Conducting and analyzing Voice of Customer sessions and presenting analytical reports to managers and relevant units

• Providing practical suggestions to improve processes and service design based on customer data

• Collaborating with the UI/UX design team to ensure alignment of design with customer needs and expectations

• Monitoring the effectiveness of customer satisfaction improvement actions

• Documenting and standardizing customer experience processes

Required Skills:

• Familiarity with the concepts of Customer Journey, CX Metrics, Voice of Customer, and Personas

• Proficiency in data mining and customer satisfaction analysis

• Familiarity with customer data and satisfaction analysis tools such as Excel, Power BI, Google Forms, and survey tools

• Familiarity with the principles of user experience (UX) and user interface (UI) design in Figma, Adobe XD, etc.

• Ability to write managerial and analytical reports

• Analytical thinking and problem-solving

• Ability to communicate effectively

• High accuracy and attention to detail

• Teamwork spirit and cross-functional collaboration