Customer Experience Specialist
Core
Analyze customer feedback and operational data to drive CX improvements, manage system incidents, and support process changes for a global pet nutrition company.
Role type
Customer Experience Specialist (Functional Support & Incident Management)
Builds
Customer service operating model improvements, system stability, and operational efficiency
Domain
Pet Nutrition / Customer Service Operations
Deliverable
product features | dashboards & analysis | client delivery
Required skills
VOC analysis, KPI tracking, root cause analysis, incident management, process documentation, UAT, BI automation, stakeholder orchestration
Preferred skills
Change management, cross-functional coordination, community building
Technologies
BI tools, Navision, Magento
Responsibilities
Analyze VOC, survey results, and order trends to identify improvement points; Manage incident lifecycle from reporting to resolution; Document SOPs and process flows; Conduct UAT and regression testing; Support project charters and business cases; Act as local champion for systems and training.
Seniority
Mid-level, hands-on IC