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Customer Experience Expert - Global Services Firm

6.00 to 10.00 Years   Hyderabad   31 Jul, 2023
Techno Science
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    The Customer Experience Expert is a specialist in enhancing our customer experiences. You will be validating if current and future services meet the desired customer experiences and identifying ways to improve our services and co-creating new experiences with customers. Additionally, you will be tracking all points of customer engagement by centralizing and analyzing all customer feedback and data and developing and implementing tools and processes to understand customers (e.g. surveys, personas, journey mapping).Key areas of Responsibility :- Leverage existing consumer insights or request necessary analysis to understand the value drivers for the consumer.- Tracking customer experiences across different channels and touchpoints- Identify customer needs and taking proactive steps to maintain positive experiences- Analyze customer feedback as well as preparing reports- Keeping informed of industry trends and new CRM technologies- Revise and update the value proposition of existing experiences in the light of new insights. Optimize consumer-facing digital solutions. Execute a continuous improvement process to ensure that insights are incorporated into the different product backlogs on an incremental basis.Experience Innovation :- Monitor design, digital and Shared Services trends. Apply findings to experience design concepts in order to maximize the value for the consumer and for the company.- Experience Collaboration & Consulting- Integrate a consumer centric view along the service or product. Collaborate with product areas and other stakeholders to ensure that backlogs are aligned towards a cross-functional view to deliver complete experiences.- Consult stakeholders within your scope of responsibility on implementing Customer Centric Thinking. Suggest respective digital experience solutions.- Conduct experience reviews. Provide advice on customer experience within your scope of responsibility.- Provide hands-on experience support on concept direction considering overarching best practicesKnowledge and Experience :- Bachelors ++/Master degree in Organization, Business Administration, marketing, communications, advertising or a related study- Certified Design Thinking or related certificates- Good knowledge and understanding of Agile mindset, frameworks, principles and practices (Agile Scrum and DevOps)- Collaboration skills to orchestrate activities with diverse stakeholders with adequate sense of urgency and to share insights with colleagues- 2+ years of relevant experience in the area of experience, preferably as a Customer Experience Specialist- Extensive experience in gathering and interpreting customer experience information- Solid knowledge of online customer engagement platforms and channels- Experience in Agile mindset, knowledge of Scrum and other Agile methods- proficiency in MS Office as well as CX and CRM software- Exceptional interpersonal skills and client centric approach,

Keyskills :
ms officedesign thinkingcustomer centricconsumer insightsexperience designcustomer engagementcustomer experience

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