استخدام senior cx specialist

توضیحات آگهی

At Okala we re looking for a Senior CX Specialist CX Team Lead to own and improve the customer experience across selected service lines and journeys
In this role you will deeply understand how customers experience your area identify the most important problems and opportunities and work closely with Product Operations Commercial Support and other teams to turn insights into measurable improvements
You will be expected to go beyond identifying issues own the problem drive the action and follow through on the impact
What You ll Be Doing
Own the end to end customer experience for assigned service lines and key journeys
Identify and prioritize pain points friction points and experience gaps using customer feedback research behavioral data and operational signals
Track relevant CX and journey level metrics identify root causes and drive improvement actions with responsible teams
Design and improve Customer Journeys Service Blueprints touchpoints and customer facing processes where needed
Turn customer insights into clear problems priorities and recommendations balancing customer value business impact and feasibility
Work closely with Product Operations Commercial Support and other teams to drive CX initiatives from problem identification to implementation and impact measurement
Bring the customer perspective into service line decisions challenge assumptions when needed and provide clear updates and recommendations to CX leadership and stakeholders
What You Bring
Strong customer and business thinking with the ability to understand an experience end to end
Hands on experience in CX Customer Research Service Design Product Operations or related areas
Strong knowledge of Customer Journey Mapping Service Blueprinting VoC and process improvement
Strong analytical and problem solving skills with the ability to combine qualitative and quantitative data and identify root causes
Practical experience with CX metrics such as NPS CSAT retention complaints repeat behavior and journey indicators
Strong cross functional collaboration and stakeholder management skills with the ability to drive action without direct authority
High ownership clear communication and the ability to move comfortably between customer insight business context and execution
Recommended Qualifications
4 years of relevant experience in Customer Experience Customer Research Service Design Product Operations or related roles
Experience in technology e commerce marketplace retail or businesses with complex customer journeys
Experience working with both qualitative research and quantitative data
Familiarity with BI dashboards data visualization and analytical tools
Experience leading or coordinating cross functional improvement initiatives
What Success Looks Like
Success means having a clear understanding of the customer experience within your service lines identifying the problems that matter most and turning them into visible improvements
You should be able to show what changed in the customer experience why it changed and what impact it created for both the customer and the business
شرکت اکالا توسعه تجارت الکترونیک کوروش Okala
دسته بندی پشتیبانی و امور مشتریان
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی کارشناسی
سابقه کار سه تا شش سال
حقوق توافقی
جنسیت مهم نیست
مهارت ها ارتباط با مشتری تجربه مشتری ارتباط با مشتریان و پشتیبانی
شهر تهران تهران