Customer Experience Specialist

Role & responsibilities

Role Overview

The Customer Experience Specialist will play a critical role in supporting the Marketing & CX Head in formulation, design, rollout, monitoring and successful implementation of Customer Experience programmes/practices within Esri India. This will be to ensure raising the Net Promoter scores for the brand in targeted customer segments for positively impacting business outcomes and competitive positioning.

The ideal candidate will need to be an analytic, data-driven customer-centric individual with strong analytical, communication and presentation skills.

Job roles and responsibilities:

Develop and implement customer experience strategies:

• Conduct market research and implement voice of customer programmes to understand customer needs, expectation gaps and pain points in different customer segments.
• Analyze customer interaction data (e.g., website traffic, support tickets, social media mentions, etc) to identify areas for improvement and conduct analysis to understand the root causes.
• Develop and implement customer journey maps to visualize the customer experience of different customer segments.
• Define and track key performance indicators (KPIs) related to customer experience- such as Net Promoter scores, customer satisfaction scores (CSAT), customer effort score (CES), and customer lifetime value (CLTV).
• Support and guide CX champions of different functions to address experience gaps through policy/process changes (including identifying automation opportunities).
• Create presentation/dashboards of CX programmes/indices for regular management reviews

Overseeing customer experience touchpoint performance:

• Setup and monitoring of customer experience at important touchpoints e.g. support channels (e.g., phone, email, chat), during and post project implementation, periodic training interventions, etc.
• Coordinate with different internal functions for ensuring customer support documentation such as FAQs and knowledge base articles
• Conduct Annual Customer Satisfaction NPS survey for Esri India and analysing feedback results for trends/improvement areas in different customer segments.
• Support functions in automation/digitisation of customer touchpoint processes, wherever opportunity identified.

Oversee Customer Relationship Management (CRM) program:

• Monitor the progress and outputs of CRM programs rolled out to carry out planned periodic engagement with customers by Esri India Account Managers.
• Periodic accompaniment with Account Managers of different Customer segments to identify programme improvement opportunities.

Collaborate with cross-functional teams:

• Work closely with Customer Success, Sales, Pre-Sales, EIC and TSD teams to identify opportunities and improve customer experience.
• Plan, design and conduct internal CX trainings for various functions. Train and mentor CX champions on use & application of various CX tools/techniques
• Gather customer /competitive feedback and share insights/data with relevant teams.

Stay up to date on GIS industry and CX trends:

• Research and implement new GIS technologies and best practices in customer experience.
• Attend industry conferences and webinars to stay informed about the latest CX practices and GIS trends.

Preferred candidate profile

• Bachelors degree in business administration, Marketing, or a related field.
• 6+ years of experience in customer experience, customer success, or a related field.
• Proven experience in developing and implementing customer experience strategies.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Experience with customer relationship management (CRM) software.
• Experience with data analysis and reporting tools.
• Strong interpersonal and presentation skills.