Manager - Customer Experience Specialist @ Hyderabad

Job Summary: We are seeking a passionate and dedicated Customer Experience Specialist to join our team. The ideal candidate will be responsible for enhancing the overall customer journey, ensuring that every interaction with our brand is positive and impactful.

Key Responsibilities:

• Develop and implement customer experience strategies that align with company goals.
• Map customer journeys and gain in depth customer understanding though qualitative research
• Analyze customer feedback and data to identify areas for improvement.
• Collaborate with cross-functional teams to enhance customer touchpoints.
• Set-up CX metrics and surveys and report on customer satisfaction metrics.
• Conduct regular training sessions for staff on best practices for embracing a customer centric culture in our company.
• Stay updated with industry trends and best practices in customer experience

Qualifications:

• MBA in Marketing, or a related field.
• Exp: 6-10 years
• Proven experience in a customer experience
• Experience in B2B and B2B2C company
• Strong analytical skills and the ability to interpret qualitative data.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a team environment.
• Proficiency in CRM software and other customer service tools.

Preferred Skills:

• Experience Design • Interaction Design • Design Strategy • Design Thinking • Design Leadership
• Knowledge of customer journey mapping and design thinking.
• Certification in customer experience management (e.g., CCXP).