Customer Experience Strategist
vor 3 Wochen
As a key member of our team at Michael Page, you will play a crucial role in shaping the customer experience for our clients. Reporting to the Senior Product and Customer Lifecycle Manager, your primary objective will be to identify and address customer journey issues, and develop strategies to improve our customer experience.
Main Responsibilities:
- Customer Journey Mapping: Develop in-depth knowledge of customer engagement channels and analyze customer needs, interactions, and feedback to identify friction points and challenges.
- Research and Analysis: Conduct research to identify critical pain points that affect customer satisfaction and retention, and collaborate with IT teams to brainstorm and design solutions to improve the customer journey.
- Strategy Development: Develop and align customer journey strategies with marketing and product initiatives, and ensure seamless integration with CX and CRM software.
- Expertise and Experience: A minimum of 5 years' experience as a Customer Journey Specialist, or a similar Customer Experience Specialist role within the digital field, with extensive experience in gathering and interpreting conversion funnels.
Requirements:
- Technical Skills: Solid knowledge of online customer engagement platforms and channels, proficiency in MS Office, and expertise in CX and CRM software.
- Soft Skills: Excellent interpersonal, problem-solving, and analytical skills, with strong organizational and time management abilities.
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