Job Description
● Define criteria and KPIs to measure the customer experience improvements.
● Conduct surveys to gather information on customer’s opinions of different services.
● Map and develop customer journeys across varying stages, channels, and touchpoints.
● Conduct studies and research to discover new techniques necessary for improving customer experience.
● Monitor the activities of customer journeys touchpoints to ensure compliance with acceptable standards.
● Define and implement procedures for ensuring optimal customer experience across online and offline channels, devices, and touchpoints.
● Collaborate with sales, marketing, and other customer-facing functions to act upon insights and improve customer satisfaction and loyalty.
● Identify customer needs and take proactive steps to maintain a positive experience.
● Analyze current processes and provide improvement.
