Senior Customer Experience Specialist

20 hours ago

Taguig, National Capital Region, Philippines beBeeCustomer Full time ₱50,000 - ₱150,000

Customer Experience Strategist

The ideal candidate will drive the Customer Experience strategy, taking ownership of setting standards and ensuring their implementation across the organization. S/he will evaluate these standards regularly and make adjustments as needed.

In support of the over-all Customer Experience strategy, s/he will act as a CX ambassador and champion effective cross-functional collaboration to support initiatives that would drive exceptional customer experiences.

Responsibilities:

  • Identify customer needs within the end-to-end customer journey using data and market insights, and develop strategies to meet those needs.
  • Evaluate customer interactions effectively and quantitatively by performing routine checks and calibration through Voice of the Customer Programs.
  • Own and maintain documentation for the Customer Journey Map and its corresponding internal manuals, work instructions, and communication and training materials.
  • Work with the CX Solutions Delivery Team to deliver products and channels within the customer journey, ensuring they align with CX standards and articulate individual measures of success related to CX Quality.
  • Champion awareness, understanding, and utilization of customer feedback to improve the customer experience across the organization.
  • Support Regulatory Teams in regulatory releases that may impact the customer journey by providing timely and relevant inputs to new regulations for public consultation and ensuring new releases are executed and complied with as part of CX Quality.

Required Skills and Qualifications:

  • At least 5 years' experience in customer support functions, such as frontline customer servicing, quality assurance, training, and development, with hands-on experience in creating internal and external communication or training materials.
  • Leadership experience managing direct reports or exposure to roles requiring cross-functional collaboration or working with teams.
  • Bachelor's Degree in Psychology, Behavioral Sciences, Industrial or Management Engineering, Business Administration, or a related field.

Benefits:

  • A dynamic work environment fostering innovation and growth.
  • Ongoing opportunities for professional development and leadership advancement.

Others:

  • Experience in contact center or branch/service center management an advantage.
  • Six Sigma Certification not required but an advantage.

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