Customer Experience Specialist

5 days ago

Taguig, National Capital Region, Philippines beBeeCustomerExperience Full time ₱6,300,000 - ₱7,900,000

Job Overview

The Customer Experience Lead plays a pivotal role in setting the benchmark for delivering exceptional customer experiences.

This position drives the discovery of new ways to enhance these standards through data-driven insights and market analysis. The CX Lead acts as a champion for effective cross-functional collaboration and training initiatives that drive business objectives related to customer satisfaction.

Main Responsibilities
  • Develop and maintain customer journey maps and internal documentation, including manuals and communication materials.
  • Collaborate with the Solutions Delivery Team to ensure alignment with customer experience standards and articulate measures of success related to CX quality.
  • Champion awareness, understanding, and utilization of customer feedback to improve the customer experience across departments.
  • Support regulatory releases impacting the customer journey by providing input on new regulations and ensuring compliance.
  • Create, design, and implement CX quality training programs in collaboration with HR, ensuring smooth execution and monitoring of progress.
  • Drive stakeholder engagement and partner management to ensure compliance and implementation of CX quality standards.
  • Lead a team of CX specialists and staff, guiding them to achieve KPIs in support of the overall CX strategy.

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