Customer Experience Specialist
hace 1 semana
**Customer Experience Specialist**
The Customer Experience Specialist will be responsible for driving voice of customer feedback across digital platforms. Success in this role requires being highly skilled at influential communication across a broad organization as well as the ability to think critically and problem solve to identify and implement process improvements across teams.
**Location/Division**: Tijuana, Mexico - Corporate Division
**How will you make an impact?**
- Support web feedback by monitoring & responding to customer comments, analyzing for trends, and communicating to the broader organization for actions and impact
- Operationalize the process for triaging feedback from customers to the proper team and ensuring the loop gets closed
- Support UX Research team through incentive management and scheduling moderated sessions
- Support the ongoing management and continued expansion of the Customer Feedback Panel program
- Create quarterly newsletters to share Voice of Customer feedback from web surveys, testing, and UXR studies
- Support UX Design and AB testing teams by identifying and implementing process improvements
**How will you get here?**
**Education**
Business degree preferred
**Experience**
- Successful track record of achieving results through and in collaboration with others
- Strong organizational skills and an ability to meet project deadlines in a timely manner
- Excellent communication and influencing skills
- Demonstrated project planning skills
- Comfort with a high level of intensity and change, ability to be agile and continuously improve
- Customer first perspective, putting the customers’ needs at the center of our work
- Commutable distance to Tijuana, Mexico offices
**Knowledge, Skills, Abilities**
- Fluent in English
- Experience working in an agile development framework preferred
- Medallia or similar CX measurement tools
- Experience of familiarity working with Power Bi, HotJar, Microsoft Bookings, Eloqua, and Jira
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