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Develop and maintain a comprehensive customer experience measurement framework using quantitative and qualitative metrics to guide organizational strategy
Analyze customer data to identify trends and provide actionable insights that support improvements in processes, service, and technology
Monitor and evaluate the impact of customer experience initiatives, refining strategies to ensure ongoing enhancement of customer satisfaction
Lead and mentor a team to achieve performance goals and foster a collaborative environment focused on growth and development
Collaborate with cross-functional partners and senior leadership to align customer experience strategies with organizational objectives
Also responsible for other duties/projects as assigned by business management as needed
Requirements
Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent
4-7 years Proven experience in service strategy development, customer experience, or related roles
2-4 years Strong leadership experience with the ability to lead and inspire cross-functional teams
2-4 years Comprehensive understanding and experience in customer service dynamics, operational processes, and industry best practices