The CX Leader will oversee and drive all customer experience (CX) projects, ensuring a seamless and exceptional customer journey across all touchpoints. This role requires a strategic thinker with a passion for creating impactful CX initiatives and the ability to lead cross-functional teams to deliver results aligned with the company's vision and customer-centric values.
1. Project Oversight and Management
Lead and oversee the execution of CX projects from conception to completion.Define project scope, deliverables, and KPIs to measure the success of CX initiatives.
Monitor project timelines, budgets, and resources to ensure timely and cost-effective delivery.
Collaborate with internal teams, such as marketing, operations, and sales, to ensure seamless execution of CX projects.
2. Customer Insights and Data Analysis
Collect and analyze customer feedback, surveys, and behavioral data to identify trends and insights.
Utilize data to design and implement customer-centric solutions and improvements.
Report on CX metrics such as NPS, CSAT, customer retention, and engagement to evaluate project effectiveness.
3. Team Leadership and Collaboration
Manage and guide a team of CX professionals to deliver high-quality projects and initiatives.
Facilitate collaboration between departments to ensure consistency in delivering customer experiences.
Provide training and support to employees on CX best practices and standards.
4. Innovation and Continuous Improvement
Stay updated on emerging CX trends, technologies, and best practices to maintain a competitive edge.
Benchmark against industry leaders and competitors to introduce innovative CX solutions.
Continuously review and optimize processes and touchpoints to elevate the customer experience.
Job Requirement
Education:
Bachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field. Master’s degree is a plus.
Experience:
5+ years of experience in customer experience management, project management, or a related role, preferably in retail or consumer-facing industries.
Proven track record of successfully managing CX initiatives and delivering measurable results.
Skills and Competencies:
Strong project management and organizational skills, with experience using tools such as Asana, Trello, or similar platforms.
Analytical mindset with expertise in data analysis and interpretation.
Exceptional communication and interpersonal skills to influence stakeholders at all levels.
Creative problem-solving abilities with a focus on customer-centric solutions.
Knowledge of CX metrics and frameworks (e.g., NPS, CSAT, CES).
Key Competencies
Leadership: Ability to inspire and lead cross-functional teams effectively.
Strategic Thinking: Capacity to align CX strategies with business objectives.
Customer-Centricity: Passionate about understanding and exceeding customer expectations.
Adaptability: Thrives in a dynamic environment and embraces change.
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