Senior Customer Experience

Job Description

Job Summary

As a Senior Customer Experience (CX) Associate, you will be responsible for driving customer experience innovation projects that enhance online and offline customer engagement. You will collaborate with cross-functional teams to design, implement, and optimize initiatives that elevate PNJ’s customer experience. Your work will be pivotal in identifying pain points, improving touchpoints, and fostering long-term customer relationships.

Key Responsibilities

1. CX Innovation & Project Management

• Lead and manage CX innovation projects from ideation to execution, ensuring alignment with business objectives.

• Research and identify emerging trends and best practices in customer experience to apply innovative solutions.

• Develop and execute pilot programs to test new CX initiatives before full-scale implementation.

• Monitor project KPIs and provide actionable insights to improve effectiveness and customer impact.

2. Customer Experience Enhancement

• Partner with internal teams (Retail, Sales, Marketing, and Digital) to enhance in-store and omnichannel CX touchpoints.

• Design and optimize customer journeys that drive satisfaction, loyalty, and business impact.

3. Stakeholder Engagement & Collaboration

• Collaborate with key stakeholders to champion customer-centric initiatives and secure buy-in for CX improvements.

• Present insights, proposals, and project outcomes to senior management and cross-functional teams.

• Facilitate workshops and brainstorming sessions to co-create solutions with internal teams.

4. Technology & Process Improvement

• Work with IT teams to leverage technology for CX enhancements.

• Identify and recommend process improvements that drive operational efficiency and better customer engagement.

Job Requirement

• 5+ years of experience in customer experience, service design, retail operations, or related fields.

• Proven ability to lead and execute CX innovation projects with measurable outcomes.

• Excellent stakeholder management and communication skills.

• Experience in the retail or jewelry industry is a plus.

• Familiarity with VOC programs, NPS, CSAT, or other customer feedback methodologies.

• Ability to work independently and drive initiatives in a fast-paced environment.

Key Competencies

• Customer-Centric Mindset: Passion for enhancing customer experience and solving pain points.

• Project Management: Ability to handle multiple CX initiatives effectively.

• Innovation & Problem-Solving: Creativity in designing and implementing CX solutions.

• Collaboration & Influence: Strong ability to engage stakeholders across different levels.

• Analytical Thinking: Ability to leverage data to drive CX improvements.