Customer Experience Specialist

**Customer Experience Specialist**:- Mexico City, Mexico; Virtual, Mexico; Virtual, India- Product Management & Development Group- **Job Description**:**About The Role**:**Grade Level (for internal use)**:10**Customer Experience Specialist**The Customer Experience Specialist is a crucial new role within the global Customer Success team at S&P Global Mobility. Reporting directly to the Global Head of Customer Success & Business Insights, this position will lead initiatives designed to elevate the overall customer experience by optimizing client interactions with our products and services. The specialist will focus on enhancing the customer journey across all touchpoints, ensuring consistency, satisfaction, and loyalty. By analyzing customer feedback, identifying pain points, and uncovering opportunities for improvement, the Customer Experience Specialist will drive the customer experience to new heights.**Key Responsibilities**- ** Develop Strategies**: Create and execute a comprehensive customer experience strategy aimed at improving customer satisfaction and loyalty.- ** Enhance Touchpoints**: Evaluate and optimize customer touchpoints to ensure a seamless customer journey through effective customer journey mapping.- ** Design Playbooks**: Develop and create playbooks that outline the implementation steps for new customer experience strategies, ensuring clarity and consistency across teams. These playbooks will serve as guides for the Customer Success team to deliver exceptional experiences.- ** Develop Onboarding Strategy**: Design a user-focused onboarding program that effectively introduces new users to our products. Collaborate closely with the Customer Success team and Educational Content Creator to build supporting content that drives customer adoption.- ** Analyze Metrics**: Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) to assess customer success.- ** Foster Cross-Functional Collaboration**: Work closely with stakeholders in marketing, sales, product development, and customer success to ensure a cohesive and seamless customer experience. Promote effective communication to ensure a unified approach to customer interactions.- ** Implement Customer Feedback Systems**: Establish mechanisms to capture customer feedback and address concerns promptly. Analyze feedback and satisfaction metrics to identify opportunities for continuous improvement.- ** Advocate for Customer-Centric Design**: Promote user-centered design principles within the organization to ensure that customer needs are prioritized in all design and development efforts.**Qualifications and Skills**- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. Equivalent experience will also be considered.- 5+ years of experience in customer experience design, customer success, or related roles.- Fluent in English with outstanding written and oral communication skills, including storytelling and presenting data-driven insights.- Strong analytical and empathetic skills with the ability to synthesize complex data and visualize customer journeys.- Proven problem-solving skills with expertise in efficiently addressing customer issues and implementing solutions.- Technical proficiency in CRM systems, customer journey mapping, service blueprints, and analytics tools such as NPS dashboards.- Strong project management skills with excellent organizational and time-management abilities to oversee multiple initiatives and projects.- Strategic thinker with a customer-centric mindset capable of developing effective customer experience strategies.- Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities effectively.- Experience in a technology-driven environment is preferred.- Familiarity with automation tools and performance metrics in customer success environments.**About S&P Global Mobility**At S&P Global Mobility, we provide invaluable insights derived from unmatched automotive data, enabling our customers to anticipate change and make decisions with conviction. Our expertise helps them to optimize their businesses, reach the right consumers, and shape the future of mobility. We open the door to automotive innovation, revealing the buying patterns of today and helping customers plan for the emerging technologies of tomorrow.**What’s In It For**You?****Our Purpose**:Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the right combination can unlock possibility and change the world.Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibi