Customer Experience Specialist

(i) Manage end-to-end assigned processes/topics from identification through resolution
(ii) Implement strategies to improve customer unhappy paths through proactive measures, process improvements, and self-service solutions
(iii) Contribute to the development of customer experience reports, and presentations for stakeholders at all levels.
(iv) Support in driving towards CX key objectives in improving customer experiences through proactive solutions
(v) Develop communication materials, including presentations, messaging, scripts, and templates, ensuring consistency and alignment with brand voice and values.
Collaborates effectively with team members and cross-functional departments.
Articulate and ability to communicate simple problems
Communicates findings/issues with urgency to gain support/help

Requirements

1. IT background - SQL (basic), data analysis, + Programming language should be there, C++, Python (intermediary/basic)
2. Basic project management/ deployment/ owning things end to end (individual contributor)
3. Researches best business practices within and outside the organization to establish benchmark data