IT Customer Experience Product Specialist
Core
Bridge technology and user needs by mapping customer journeys, analyzing feedback, and optimizing digital touchpoints to improve satisfaction for IT products.
Role type
IT Customer Experience Product Specialist
Builds
Seamless, intuitive, and highly engaging IT products and solutions
Domain
IT / SaaS
Deliverable
product features
Required skills
Customer journey mapping, data analytics, feedback analysis, cross-functional collaboration, product education, user testing, A/B testing, metric tracking, SDLC familiarity, Agile methodologies, CRM/ticketing systems proficiency, Microsoft tools proficiency
Preferred skills
GenAI addons usage
Responsibilities
Map and evaluate end-to-end user journeys to identify pain points; Analyze user feedback, support tickets, and NPS data to prioritize fixes; Act as liaison between customer-facing and product teams; Create and maintain product guides and training materials; Participate in user testing and A/B testing; Monitor key CX and product metrics and report to stakeholders