Customer Experience Associate

Job Description

The Customer Experience Associate will own the full suite of customer experience metrics. A strong bias towards data balanced with high emotional intelligence is crucial to ensuring the optimal experience for our customers. They will be someone who focuses on moments of engagement, or touchpoints, between people and brands, and the ideas, emotions, and memories that these moments create. They should be holistic problem solvers, looking at an entire brand ecosystem and the champions of the voice of customers within the business. They will be a shared resource between their respective business line and the customer experience team. Responsibilities: ● You will be responsible for the performance analysis, optimization, and process design of one of the biggest stakeholders of our business. ● You will be working with your respective business line to design best-in-class service functions to address customer pain points during pre, live, and post-delivery and set them up to offer a stellar experience. ● You will be in a highly data-driven role working on customer touchpoint feedback analysis, organizing and recommending changes with a key focus on outer loop initiatives to improve user experience through bottom-Up NPS closed feedback loop. ● You will be adept at managing stakeholders, be it the business or operational managers to influence business goals with the ultimate purpose to maximize our NPS. ● You will be required to be deeply involved with the day to day of business line to evaluate the potential impact of any of our actions and plans on customer experience. ● You will be the champion of after-order NPS and supermarket ratings and constantly strive to optimize them. ● You’ll manage end-to-end projects; identify issues, gather information from various sources, analyze data, interpret patterns and trends, give recommendations, and create insightful reports and action plans for senior management.