Expert Customer Experience Specialist

About the Role

Key Responsibilities

• Design, implement, and manage comprehensive Voice of the Customer (VoC) programs across multiple channels and customer journeys.
• Collaborate cross-functionally with internal stakeholders (Product, Marketing, Customer Service, Sales, and Operations) to align VoC insights with strategic business goals.
• Identify and map critical customer touchpoints to capture feedback at meaningful moments, leveraging customer feedback platforms for survey design, distribution, and dashboard reporting.
• Analyze both qualitative and quantitative customer feedback to uncover trends, pain points, and opportunities for improvement.
• Present actionable insights and recommendations to business stakeholders, including senior leadership, to inform data-driven decision-making.
• Develop and maintain closed-loop feedback processes to ensure timely resolution of customer concerns and continuous experience enhancement.
• Manage multiple concurrent projects, including monthly and quarterly reporting, ad-hoc analyses, and short-term initiatives.
• Create and maintain journey maps, storyboards, and service blueprints to align CX strategies with digital product roadmaps and organizational initiatives.
• Track and analyze customer interactions, facilitate workshops and feedback sessions to socialize findings to co-create and drive improvements across all touchpoints.
• Stay current on industry best practices, tools, and technologies through ongoing training and participation in CX conferences.
• Provide strategic input to enhance digital solutions and application development.

Requirements

• High School diploma and/or GED
• 7+ years' experience as a customer experience specialist or similar customer support role
• 20%-25% travel requirement
• Experience in gathering and interpreting customer experience information
• Great organizational and time management skills
• Effective communication, collaboration, and problem-solving skills
• Exceptional interpersonal skills and relationship building
• Strong advocate of change

Nice to Have

• A Bachelor's degree in Business, Marketing, related disciplines, or equivalent experience in lieu of Bachelor's degree
• Customer Feedback applications such as Qualtrics and Dynamics Customer Voice

Qualifications

• High School diploma and/or GED
• 7+ years' experience in customer experience or similar role

Benefits & Perks

• Medical, dental, vision, wellness programs
• Life insurance
• Health and dependent care spending accounts
• Paid time off
• 401(k), pension, profit sharing
• Short- and long-term disability
• Tuition reimbursement and adoption assistance