Customer Experience

Overview

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Responsibilities

• Become the Voice of the Customer : gathering and analyzing customer feedback through various channels (surveys, call center, social media, direct interactions) to understand their needs, pain points, and overall sentiment.
• Map and Optimize the Customer Journey : I dentify and map all customer touchpoints, from initial contact and after delivery assistance. The goal is to pinpoint opportunities to eliminate friction and create a more seamless and positive experience.
• Collaborate for a Better Experience : work closely with cross-functional teamwork to ensure that customer insights are integrated and made into business decisions and solutions, from new product features to communication strategies.
• Track and Report on Success : Monitor key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and use data to create reports and provide actionable insights to leadership.
• Drive Continuous Improvement : Based on your analysis and collaboration, you'll develop and implement initiatives to enhance the customer experience. This includes proposing new processes, tools, or training programs that lead to greater customer experience and satisfaction.

Academics and certification

Core Competencies

Seniority level

Employment type

Job function

Industries

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