Senior Associate Customer Experience & Insights

• Build and maintain strong customer relationships to proactively understand evolving needs and expectations
• Continuously supervise customer sentiment across channels to identify patterns, difficulties, and opportunities for service enhancement
• Develop and manage feedback listening posts across the customer journey to gather actionable insights
• Handle escalated inquiries through phone, email, and digital channels, ensuring timely, accurate, and customer-focused resolution
• Document controlled operational procedures, SOPs, and customer interactions including compliments, complaints, and technical issues
• Serve as a subject matter expert for OTC and service processes, ensuring operational documentation remains current, compliant, and reflective of standard processes
• Support process improvement initiatives, including user acceptance testing (UAT) for system upgrades and new digital tools
• Assist in troubleshooting operational challenges that impact customer experience or service reliability
• Collect, track, and analyze customer feedback, performance metrics, and service data to generate insights and improvement recommendations
• Prepare and support monthly and quarterly reporting on CX analytics, KPIs, and experience trends
• Use data to evaluate service quality, identify risks, and propose targeted mitigation or corrective actions
• Support the development and refinement of customer journey maps to highlight friction points, root causes, and improvement opportunities
• Contribute to defining ideal customer profiles and mapping targeted experience pathways
• Assist with the creation and execution of annual CX objectives and participate in regional and in-market CX initiatives
• Collaborate closely with Marketing, Sales, Product Development, Account Management, Finance, Billing, UX, and Supply Chain teams to address experience gaps and drive consistency across touchpoints
• Provide supply chain-related CX insights and customer market understanding to support decision-making
• Advocate for customer needs by translating insights into actionable internal recommendations

Master’s degree OR Bachelor’s degree and 6 months of experience OR Associate’s degree and 2 years of experience OR English proficiency

• Customer Experience Management
• Journey Mapping & Process Design
• End-to-End OTC Process Knowledge
• Customer-Centric Mindset & Service Orientation
• Problem-Solving & Critical Thinking
• Proactive Risk Identification & Mitigation
• Collaboration, Communication & Cross-Functional Influence
• Accountability, Initiative, and Strong Ownership