Senior Customer Experience (CX) Specialist
Core
Analyze and enhance the customer experience throughout the entire customer journey by identifying pain points and improvement opportunities to increase customer satisfaction, loyalty, and business value.
Role type
Senior Customer Experience (CX) Specialist
Builds
Customer experience initiatives and performance dashboards
Domain
Healthcare / MedTech
Deliverable
dashboards & analysis
Required skills
Customer journey mapping, customer research methodologies, CX metrics analysis (NPS, CSAT, CES, churn, LTV), stakeholder facilitation, data visualization, cross-functional collaboration
Preferred skills
Healthcare, MedTech, or highly regulated industry experience
Technologies
Microsoft Excel, Power BI, Tableau
Responsibilities
Map and analyze end-to-end customer journeys across multiple channels; Identify customer pain points and improvement opportunities based on qualitative and quantitative insights; Support the design and implementation of initiatives aimed at enhancing the customer experience; Analyze customer feedback data to identify trends and actionable opportunities; Collaborate with cross-functional teams to implement customer experience improvements; Support the development, monitoring, and reporting of customer experience KPIs and performance dashboards; Facilitate workshops and working sessions to gather insights and align stakeholders.
Seniority
Senior, hands-on IC
