Customer Experience Specialist

The ideal candidate will earn trust through strong relationship building with internal AR teams and upstream business teams. In this role you will work with, and collaborate across, several cross-functional key stakeholders such as, channel leads, business leads, customer service lead and quality & training functions. This role is for you if you can

· Design, execute, and analyze customer feedback to evaluate customer experience
· Develop a thorough understanding of customer needs and identify pain points
· Define a roadmap and drive projects to improve the customer experience and key metrics
· Dissect customer journey obstacles and tackle them in a methodical manner in order to overcome them effectively.
· Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to uncover core issues through direct observation, facts and data. Audit accounts, study customer escalations and develop a deeper understanding of customer concerns. Be skeptical when metrics and anecdote differ.
· Partner with Business teams to resolve upstream issues that impact customer experience. Drive increase in positive response rates and decrease in negative response rate.
· Build strong relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
· Understand complex business problems across departments and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.
· Maintain up-to-date knowledge of advancements in customer experience, industry standards, changes, and trends.
· Create appropriate tools (i.e. project status reports, dashboards) to measure the progress against the goals and update stakeholders. Provide analysis, write-ups and regular reporting of customer impacting issues.
· This role is an individual contributor that transforms customer experience strategy into business outcomes via highly matrixed global stakeholders in the function and the business.