Saturday to Thursday 6:00 A.M. to 2:00 P.M.
-
Health insurance
-Flexible working hours
-Learning stipends
201 - 500 employees
Internet Provider / E-commerce / Online Services
توضیحات بیشتر
key Requirements
1 years experience in similar position Microsoft Excel - Intermediate
Sql Server - Basic
Job Description
Role Purpose
The CX Expert supports the improvement of customer and courier experiences by running CX measurement programs, analyzing feedback and operational data, and contributing to journey optimization initiatives.
This role partners with Product, Operations, Commercial, and other stakeholders to identify friction points, translate insights into improvement opportunities, and support the tracking of CX impact.
Key Responsibilities
CX Insights & Measurement
• Run Voice of Customer (VoC) and Voice of Courier (VoCr) programs.
• Build, maintain, and support CX dashboards (NPS, CSAT, SLA, churn, issue frequency, CX-related operational KPIs).
• Analyze customer and courier feedback to identify key experience friction points.
• Perform analytical deep-dives on CX and operational data.
• Prepare insight reports with clear findings and recommendations.
Journey Mapping & Improvement
• Support end-to-end customer and courier journey mapping.
• Identify journey pain points using CX insights, operational data, and stakeholder inputs.
• Contribute to defining and tracking journey KPIs (NPS, SLA, churn, issue frequency).
• Support the development of service blueprints, journey standards, and CX guidelines.
Cross-functional Collaboration
• Partner with Product, Operations, Tech, and Support teams to communicate CX insights.
• Support CX-related initiatives and help track delivery and outcomes.
• Participate in cross-functional workshops focused on experience improvement.
• Support closed-loop feedback processes, ensuring issues are tracked through resolution.
Required Skills & Experience
Experience
• 1–3 years of experience in:
– Customer Experience
– CX Insights or Analytics
– Service Design, Product, or Process Improvement roles
Skills
• Strong understanding of CX metrics and frameworks (NPS, CSAT, CES).
• High proficiency in Excel for analysis and reporting.
• Working understanding of SQL and BI tools for querying data.
• Ability to analyze data and translate it into actionable insights.
• Strong communication, collaboration, and stakeholder management skills.
• Understanding of digital and app-based customer behavior.
Benefits
• Transportation discount and voucher
• Organizational food discount
• Learning budget
• Team Building Budget
• Wellness Budget
• Comprehensive health, dental, and vision insurance
• Flexible working hours
The CX Expert supports the improvement of customer and courier experiences by running CX measurement programs, analyzing feedback and operational data, and contributing to journey optimization initiatives.
This role partners with Product, Operations, Commercial, and other stakeholders to identify friction points, translate insights into improvement opportunities, and support the tracking of CX impact.
Key Responsibilities
CX Insights & Measurement
• Run Voice of Customer (VoC) and Voice of Courier (VoCr) programs.
• Build, maintain, and support CX dashboards (NPS, CSAT, SLA, churn, issue frequency, CX-related operational KPIs).
• Analyze customer and courier feedback to identify key experience friction points.
• Perform analytical deep-dives on CX and operational data.
• Prepare insight reports with clear findings and recommendations.
Journey Mapping & Improvement
• Support end-to-end customer and courier journey mapping.
• Identify journey pain points using CX insights, operational data, and stakeholder inputs.
• Contribute to defining and tracking journey KPIs (NPS, SLA, churn, issue frequency).
• Support the development of service blueprints, journey standards, and CX guidelines.
Cross-functional Collaboration
• Partner with Product, Operations, Tech, and Support teams to communicate CX insights.
• Support CX-related initiatives and help track delivery and outcomes.
• Participate in cross-functional workshops focused on experience improvement.
• Support closed-loop feedback processes, ensuring issues are tracked through resolution.
Required Skills & Experience
Experience
• 1–3 years of experience in:
– Customer Experience
– CX Insights or Analytics
– Service Design, Product, or Process Improvement roles
Skills
• Strong understanding of CX metrics and frameworks (NPS, CSAT, CES).
• High proficiency in Excel for analysis and reporting.
• Working understanding of SQL and BI tools for querying data.
• Ability to analyze data and translate it into actionable insights.
• Strong communication, collaboration, and stakeholder management skills.
• Understanding of digital and app-based customer behavior.
Benefits
• Transportation discount and voucher
• Organizational food discount
• Learning budget
• Team Building Budget
• Wellness Budget
• Comprehensive health, dental, and vision insurance
• Flexible working hours
Job Requirements
Gender
Men / Women
Software
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