CX Specialist

Job SummaryThe Customer Experience (CX) Specialist will play a key role in embedding a customer-first culture across the organization by designing, managing, and continuously improving customer experience initiatives. This role is responsible for mapping customer journeys, managing feedback programs, driving customer advocacy, and translating CX insights into actionable improvements that enhance satisfaction, loyalty, and business performance.Key ResponsibilitiesChampion a customer-first culture and ensure customer experience best practices are embedded across departments and processesMap, analyze, and optimize end-to-end customer journeys to identify key touchpoints, pain points, and improvement opportunitiesManage and track customer experience survey programs, including feedback collection, analysis, and closed-loop follow-up actionsOversee customer advocacy initiatives such as testimonials, case studies, reviews, and referral programs to strengthen brand credibility and trustPromote CX culture through structured training programs, internal communications, and advocacy initiativesAnalyze customer experience insights, metrics, and trends, and deliver clear, actionable recommendations to enhance the overall customer experienceCollaborate with cross-functional teams to implement CX improvements and monitor their impactTrack key CX metrics (e.g., NPS, CSAT, CES) and prepare regular performance reports for managementQualifications & ExperiencesBachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field5–6 years of experience in customer experience, customer insights, service design, or a related roleHands-on experience with customer journey mapping, survey tools, and feedback management systemsStrong analytical skills with the ability to translate data into practical business insightsExperience working in cross-functional environments and driving change initiatives