Job Overview:
The Customer Experience Specialist at GHN plays a crucial support role in ensuring exceptional customer experiences across all touchpoints. This role involves assisting the Customer Experience Manager in tracking customer journeys, gathering insights, implementing customer experience initiatives, and fostering a customer- centric culture within the organization. The ideal candidate will collaborate with various departments and be instrumental in driving improvements that enhance customer satisfaction and loyalty.
Key Responsibilities:
Assist in Tracking Customer Journey and Gathering Insights:
Conduct and review customer feedback, surveys, and service interaction data to gain insights into customer needs and expectations.
Monitor and analyze the customer journey across all touchpoints using quantitative and qualitative data collection methods to identify key customer interactions and moments that matter, assessing satisfaction, efficiency, and friction points.
Support the Translation of Insights into Customer Experience Initiatives:
Help create detailed plans that outline the scope, goals, and timelines of customer experience projects, ensuring alignment with broader business objectives.
Collaborate with the Customer Experience Manager to develop strategic initiatives based on customer insights.
Collaborate on the Implementation of Initiatives:
Monitor the implementation of initiatives, providing real- time feedback and making adjustments as needed based on evolving customer expectations.
Assist in facilitating cross- functional teams to drive changes and ensure all stakeholders are aligned and engaged in improving the customer experience.
Measure the impact of implemented initiatives on customer loyalty and overall satisfaction, using metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention rates.
Work with relevant departments such as Operations, Marketing, Product/Tech, and Customer Services to ensure seamless execution of customer experience initiatives.
Continuous Improvement and Advocacy:
Share insights and learnings with the broader organization to foster a customer- centric culture and emphasize the importance of customer experience in achieving business success
Act as an advocate for the customer within the organization, supporting changes and improvements that enhance customer loyalty and satisfaction.
