The role of a customer experience team is to ensure your company is meeting customers' needs and expectations. The responsibilities include:

• Gathering customer feedback by arranging surveys and questionnaires and sourcing online reviews.
• Analyzing customer reviews, complaints, and feedback to identify pain points and opportunities for improvement.
• Creating reports that identify customer complaint trends and measure satisfaction levels over time.
• Providing reports for other departments of customer needs and expectations. 
• Designing touchpoints with customers and managing and optimizing them and designing customer journey maps. 
• Contacting unhappy customers and making them satisfied by managing customer issues and making sure they’re addressed promptly.
• Holding focus groups and events with customers to identify pain points and making loyalty for important customers.
• Responsible of implementing and managing loyalty club with customers.

Requirements:

• Bachelor's or Master's degree in Management, Marketing, or Business or equivalent work experience.
• At least 3 years of leadership experience in customer experience.
• Ability to work independently and manage multiple projects.
• Strong analytical skills.
• Strong business sense.
• Solid organizational skills, including attention to detail and multitasking skills.
• Proven ability to solve problems creatively.
• Proven ability to complete projects according to outlined scope, budget, and timeline.
• Excellent written, verbal & listening communication skills.
• Strong interpersonal skills.
• Data-Driven Skills.
• Strong Strategic Thinking.