Customer Experience Specialist

1 month ago

Boca Raton, United States Gravity IT Resources Full time

Job Title: Customer Experience Analyst

Location: Boca Raton FL

Job Type: Contract (long term with opportunity for multi-year extensions)


Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly


Overview

Responsible for coordinating and assisting the department to design, configure implement, test, and support a state-of-the-art omnichannel system. This includes ensuring a seamless transition between the legacy and a new omnichannel telephony system and integrated Voice Response (IVR) and Interactive Routing (IR) system.


Duties and Responsibilities

  • Data Analysis: Collect, analyze, and interpret customer data from various sources such as surveys, feedback, and transactional data to discover trends, patterns, and insights that can guide customer experience initiatives.
  • Feedback Management: Monitor and manage customer feedback channels, such as surveys and reviews, to extract valuable insights and track customer sentiment. Collaborate with relevant teams to address issues and capitalize on opportunities.
  • Customer Journey Mapping: Develop and maintain detailed customer journey maps to visualize touchpoints and interactions, identify pain points, and identify areas for continuous improvement.
  • Performance Metrics: Define, track, and report on key performance indicators (KPIs) related to customer experience.
  • Recommendation Development: Generate data-driven recommendations and action plans to enhance customer experience, which may include process improvements, product enhancements, and communication strategies.
  • Cross-functional Collaboration: Collaborate with cross-functional teams, such as marketing, product development, and customer support, to implement improvements in customer experience and ensure alignment with business objectives.
  • Customer Segmentation: Segment the customer base based on behavior, preferences, and demographics to personalize interactions and marketing efforts.
  • Market Research: Stay informed about industry trends, competitive landscapes, and emerging technologies to suggest innovative solutions for improving customer experience.


Required Experience and Skills

  • 5+ years of experience in the Customer/User Experience space
  • Experience on a systems modernization/migration/implementation project is required
  • Experience with Omnichannel telephony/VoIP technologies is preferred
  • Proven proficiency in data analysis and interpretation, utilizing data analytics tools and techniques
  • Strong grasp of customer experience principles and methodologies
  • Proficiency in customer feedback management platforms.
  • Familiarity with statistical analysis and data visualization tools.
  • Strong project management skills to drive initiatives from concept to implementation
  • Excellent communication skills, both written and verbal, for presenting findings and recommendations to stakeholders.
  • Strong problem-solving abilities with attention to detail and a dedication to continuous improvement.
  • Ability to work collaboratively in a cross-functional team environment
  • A customer-centric mindset and a passion for delivering outstanding customer experiences

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