Customer Experience Specialist
Core
Drive data-based operational efficiency within the Customer Service team by analyzing key performance metrics, order trends, and VOC data via Power BI dashboards, while managing system escalations and survey operations.
Role type
Customer Experience Specialist (Data & Operations)
Builds
Automated Power BI dashboards, business reviews, and survey insights for the Customer Service team
Domain
Customer Service / Operations / Data Analytics
Deliverable
dashboards & analysis
Required skills
Data analysis, Power BI, MS Excel (advanced), ERP/CRM system knowledge, Change Management, Stakeholder coordination
Preferred skills
Experience deploying new systems/solutions
Technologies
Power BI, MS Excel, ERP (e.g., SAP), CRM
Responsibilities
Design and maintain automated Power BI dashboards; Analyze KPIs, order trends, and VOC data to identify business drivers; Manage end-to-end customer survey operations (CSAT, NPS); Monitor and escalate technical issues within ERP/CRM systems; Support cross-functional projects and process optimization.
Seniority
Individual Contributor